at Remprex, LLC in Lisle, Illinois, United States
Job Description
Description
What You'll Do
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.
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
What You'll Need
Required:
Associate's Degree
3 years' experience working in a customer service environment
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)
Superior knowledge of the following MicrosoftWindowsplatforms:
Server 2003
Server 2008
Server 2012
Windows XP
Windows 7
Advanced comprehension of the following MicrosoftWindowsservices:
Active Directory
Internet Information Services (IIS)
SQL Server
Domain Name Server (DNS)
Security Components
Experience with MicrosoftOfficeSuite
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
Preferred:
Basic understanding of Linuxand Cisco
Location/Schedule:
The Level I Support Technician will work on-site at our corporate office in Lisle, IL on 12-hour shifts (5 AM-5 PM) on a rotating schedule. The Texas Two schedule rotates every other week. 2 days on, 2 days off; followed by 2 days on 3 days off the following week. This role is a full-time position with non-standard work hours, including weekends and possible overnights.
Travel may be required (less than 10%) to terminal locations across the North America for special projects on an as-needed basis.
Who is REMPREX and Why Are We Hiring?
Headquartered in Lisle, Illinois, REMPREX specializes in the operation, support and engineering of intermodal terminals and ports nationwide. We specialize in delivering safe, efficient, and scalable services to help our clients transport intelligently. Click here to see it for yourself! INSERT YOUR CARROT STATEMENT HERE - that's where you come in!
Your assimilation into our culture is very important in having a long and mutually beneficial career at REMPREX. Our core values are the driving force in our business. As a potential member of the REMPREX team, you should align with our core values.
Safety| We commit to actively... For full info follow application link.
Remprex is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Remprex makes hiring decisions based solely on qualifications, merit, and business needs at the time.
