Guardian Connect - Tier 1 Level Tech

Guardian Fueling Technologies LLC•Jacksonville, FL

53m•Hybrid

About The Position

Summary/Objective: The Tier 1 Level Tech will support the Guardian Connect platform by implementing methods and maintaining procedures necessary for the monitoring of alerts on the Guardian Connect Dashboard. This position will communicate alert status both internally and externally and will manage and provide alert repair and support to Guardian’s connected customers. This position is based in Jacksonville; however, remote arrangements may be considered depending on experience and role requirements.

Requirements

Develop working knowledge of all Guardian Connect systems/processes through internal and external training resources
Utilize the Guardian Connect dashboard, Great Plains and other systems to effectively monitor and make remote repairs to connected devices
Work cross functionally with branches/regions/departments and multiple lines of business to deliver value to the company by enhancing our systems and processes

Nice To Haves

Experience working with Robotic Process Automation is desirable, but not required.

Responsibilities

Provide Tier 1 technical support via telephone and email
Manage all dashboard alerts and tools during normal business hours and during an after-hours on-call rotation
Manage ticketing and dispatch process – in-footprint and out-of-footprint
Manage ticketing process through Great Plains system
Customer communication process development and management for dashboard interruptions & issues
Provide timely internal and/or external notice when issues arise
Collaborate with internal/external resources frequently
Frequent use and knowledge of the Microsoft Office 365 applications, such as Outlook, Excel, Word, and PowerPoint