Operations Technician

Verra Mobility • Mesa, AZ

4d

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.

The position coordinates with VCC Support teams on remote technical support verifications, downtime reporting, and the verification and tracking of remote equipment. It also includes reviewing Red-Light Camera locations, still images, and video before and after processing to check equipment function and image quality. The technician works in a fast-paced operational environment, manages tickets and documentation, and follows customer-specific procedures, Service Level Agreements, and team KPIs. Work takes place in a 7x24x365 environment, with availability for all shifts and rotating on-call coverage.

Requirements

• Preferred bachelor's or associate degree in information technology, computer science, or a closely related field, and/or two years of experience in operations or remote troubleshooting; equivalent combinations of education and experience are also accepted.
• 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.
• Ability to work independently with minimal supervision.
• Ability to learn in an on-the-job training environment.
• Ability and willingness to learn new things, particularly new technology.
• Successful completion of the Nlets fingerprinting background assessment.
• Availability to work all shifts in a 7x24x365 environment, including rotating on-call coverage.

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 skill and experience with Microsoft Suite applications, including Word, Excel, 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 daily remote technical support verifications, downtime reporting, and verification and tracking of remote equipment.
• Maintain VCC documentation and databases accurately and keep records up to date.
• Review existing Red-Light Camera locations, including still images and pre- and post-process video, to ensure equipment is working properly and captured images are high quality.
• Manage multiple tasks and deadlines, including ticket administration, communications, and follow-up activities.
• Participate in planning, daily stand-ups, and backlog sessions.
• Perform other duties and special projects as assigned.
• Identify opportunities to improve the service offering.
• Follow customer-specific procedures, Service Level Agreements (SLAs), and team KPIs.
• Manage assigned work orders by driving follow-up and closing trouble tickets.
• Work all shifts in a 7x24x365 environment, including rotating on-call coverage.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree