Operations Technician

Verra Mobility•Mesa, AZ

About The Position

The Operations Technician works on the Regional Operations team in the VCC, supporting operations across the United States and parts of Canada. The role is responsible for remote troubleshooting, site and roadside monitoring, and maintaining uptime for devices managed by the VCC. The technician helps keep clients’ roadside network devices online and operating efficiently.

Requirements

Bachelor’s or Associate’s degree in information technology, computer science, or a closely related field and/or two years of experience in Operations or remote troubleshooting, or an equivalent combination of experience and education.
Demonstrated knowledge of computing and data troubleshooting.
Demonstrated knowledge of network and remote system troubleshooting.
Demonstrated knowledge of data management and information technologies.
Experience accurately and reliably interpreting data to determine appropriate action.
Experience managing multiple priorities.
Successful completion of the Nlets fingerprinting background assessment.
Ability to work in a fast-paced operational environment.
Ability to work independently with minimal supervision.
Ability to learn in an on-the-job training environment.

Nice To Haves

Agile Scrum certification, such as Scrum Master, Product Owner, or Scrum Fundamentals.
Experience with scripting or programming languages such as PowerShell, Visual Basic, or Python.
Advanced skills and experience with Microsoft Office applications, including Word, Excel, and PowerPoint, and additional applications such as Power BI Pro, Visio, and Outlook.

Responsibilities

Ensure compliance with company policies and regulatory requirements.
Maintain accurate and detailed account documentation.
Communicate with advisors to resolve discrepancies or issues.
Coordinate with VCC Support managers, supervisors, and technicians on remote technical support verifications, downtime reporting, and verification and tracking of remote equipment.
Maintain VCC documentation and databases accurately and keep them up to date.
Work all shifts in a 7x24x365 environment, including rotating on-call coverage.
Review existing Red-Light Camera locations, including still images and pre- and post-process video, to ensure equipment works properly and captured images are high quality.
Manage multiple tasks on time, including ticket administration, communications, and follow-up activities.
Participate in planning, daily stand-ups, and backlog sessions.
Perform other duties or special projects as assigned.
Identify opportunities to improve the service offering.
Follow customer-specific procedures, Service Level Agreements (SLAs), and team KPIs.
Learn new technologies and other new skills.
Manage work orders by driving assigned trouble tickets through follow-up and closure.