Support Technician I (5:00 AM- 5:00 PM)

REMPREX, INC•Lisle, IL

1d•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