Support Technician I (5:00 AM- 5:00 PM)
Remprex Brand•Lisle, IL
•Onsite
About The Position
The Level I Support Technician role requires an individual with expert technical skills to configure, maintain, and troubleshoot systems in support of the Automated Gate System (AGS) at intermodal terminals, maintained by REMPREX Information Technology (IT) Support. The Level I Support Technician is responsible for creating Trouble Tickets for issues that occur in AGS, resolving issues, and performing preventative maintenance to ensure the ongoing smooth operation of the system. The role requires strong communication skills to work with clients and interpret reported issues with AGS.
Requirements
- Associate’s Degree
- 3 years’ experience working in a customer service environment
- 2+ years of experience in a help desk environment or current (CompTIA) A+ and Net+ certification
- Experience working with a ticketing system
- Computing Technology Industry Association (CompTIA) A+ and Net+ certification or experience
- Solid understanding of network and systems protocol such as Transmission Control Protocol / Internet Protocol (TCP / IP), Dynamic Host Configuration Protocol (DHCP), domain name system (DNS), and Voice Over Internet Protocol (VoIP)
- Working knowledge of the following Microsoft ® Windows ® platforms: Server 2003 Server 2008 Server 2012 Windows XP Windows 7
- Basic comprehension of the following Microsoft ® Windows ® services: Active Directory Internet Information Services (IIS) SQL Server Domain Name Server (DNS) Security Components
- Experience with Microsoft ® Office ® Suite
- Strong communication skills, both written and verbal
- Ability to work as part of a team
- Ability to work under pressure in a fast-paced environment
- Valid Driver’s License with a clean Motor Vehicle Record (MVR)
- A Valid US Passport
- Ability to pass and maintain certifications or proficiencies in the following areas: eRAILSAFE Certification Permanent Employee Registration Card (PERC), applies to Illinois (IL) only REMPREX and Client Safety Rules and Regulations
Nice To Haves
- Basic understanding of Linux ® and Cisco ®
Responsibilities
- Triage incoming support notifications and initiate resolutions based on urgency
- Provide issue recognition through e-mail and phone alerts
- Create Trouble Tickets in the Global Monitoring System (GMS)
- Determine the operational impact and severity of reported issues
- Resolve/escalate reported issues as needed in accordance with the IT Support escalation policy
- Provide excellent customer service to REMPREX clients and internal REMPREX employees
- Communicate in a courteous and professional manner while exercising empathetic listening
- Troubleshoot and resolve reported hardware and software issues
- Properly complete IT Support recordkeeping forms (GMS Trouble Tickets and Shift Updates) and reports (scorecards and TRAC time reporting)
- Perform follow-up evaluations for resolved issues or issues that are being monitored
- Complete preventative system maintenance to ensure peak operating performance
- Research truck processing for clients as well as manage vendors and dispatch contractors
- Continually build knowledgebase and seek opportunities for continuous learning
Benefits
- Comprehensive Medical, Dental, Vision & Prescription Drug Coverage
- Flexible Spending Accounts
- 401(k)
- Vacation, Sick & Paid Holidays
- Leaves of Absence
- Employee Assistance Program
- Employer-Paid Life & AD&D Insurance
- Employer-Paid Short & Long-Term Disability
- Voluntary Accident, Hospital Indemnity, Critical Illness and Life Insurance
- Tuition Reimbursement
- Employee Assistance Program
- Employee Referral Program
- Opportunities to Learn & Grow Your Career
- Hybrid Work Schedules
- A Diverse & Inclusive Company Culture that offers genuine teamwork
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
