The Level II 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 II 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.
Responsibilities
Maintain a defined list of client sites in an operational state and report on the statuses of sites, site Trouble Tickets, and challenges the site incurs
Train Level I Support Technicians and Customer Service Representatives
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 or escalate reported issues as needed
Provide excellent customer service to REMPREX clients and internal REMPREX employees
Maintain a courteous and professional manner while communicating solutions
Knowledgeably address all aspects of a client’s issue
Sympathize with the client, ensuring them that the issue is important to REMPREX
Troubleshoot and resolve reported hardware and software issues
Properly complete IT Support recordkeeping forms such as GMS Trouble Tickets and Shift Updates
Properly complete reports such as scorecards and TRAC time reporting
Follow the IT Support escalation policy
Perform follow-up evaluations for resolved issues or issues that are being monitored
Perform preventative system maintenance to ensure peak operating performance
Proactively review open Trouble Tickets to resolve issues quickly
Complete proper shift change procedures
Perform general research of truck processing for clients
Manage vendors and dispatch contractors
Build knowledgebase
Location & Schedule
This role is based out of our corporate headquarters in Lisle, IL. and offers a hybrid work schedule. Hybrid work is only available once the new hire is fully trained and able to independently manage the on-call responsibilities. The schedule for this role is Monday-Friday 1:00 PM to 9:00 PM. There is also a required on-call rotation of one full calendar week per month. Being on-call for emergencies 24/7 for this week is required.
Training
Due to the nature of this shift, it is imperative for employees to train on both day shift and night operations. As such, the training schedule will be as follows:
2 weeks of night shift training: 5:00pm- 5:00am (on a rotating schedule which includes one weekend).
2 weeks of day training (or until fully comfortable): 7:00am- 3:30pm.
What You'll Need
Required:
Associate’s Degree
3 years’ experience working in a customer service environment
2+ years of experience in a help desk environment and/or current (CompTIA) A+ and Net+ certification
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)
Ability to pass and maintain certifications or proficiencies in the following areas:
eRAILSAFE Certification
Permanent Employee Registration Card (PERC), applies to Illinois (IL) only