Network Support Associate

Dover Fueling Solutions; Austin (TX); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Dover Fueling Solutions in Austin, TX is seeking a Network Support Associate to deliver technical help desk support for customers and end users. You will handle tickets, phone interactions, and coordinate with teams to resolve issues efficiently in a hybrid work setting.

The role requires strong problem solving, basic networking knowledge, and solid multitasking with good English communication. You will document each step in our ticketing system and continuously learn new products to improve

Qualifications

• 2+ years technical support experience.
• Ability to multi-task and work with multiple systems (Oracle, Telephony).
• Willing to work various shifts including weekends and holidays.
• Strong keyboarding skills and English communication.
• Satisfactory attendance and reliability.

Responsibilities

• Provide technical support to customers and end users.
• Document everything with tremendous detail in the ticketing system.
• Track, monitor and maintain requests, incidents, and escalations.
• Analyze recurrent issues and report to developers for fixes.
• Be willing to learn additional products to troubleshoot.

Skills

Technical support

Customer support

Multi-tasking

Typing 40 wpm

English language

Networking basics

Telephony systems

Education

Associate degree

Certificate

Tools

Oracle

Telephony systems

Ticketing platforms

Knowledge bases

Job description

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.We are #EnergizedByGrowth.DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.Position Title: Network Support AssociateLocation: Austin, TXDepartment: Manuf. & Operations (DEPT_MFGOP), North America (DIV_DFS_NAM)Remote, Hybrid, or Onsite? HybridHiring Manager: David SantosAdditional Headcount or Replacement (if replacement provide name): Replacement – Daren VerhagePosition SummaryThis role is a customer-facing position that supports the company's mission by delivering the highest level of customer service and support by engaging with customers primarily through tickets and phone. The Specialized Technician also serves as the first escalation point and supports customers through supplementary platformsvision for successSuit up and show up every day with a great attitude.Provide fanatical customer service to our clients.Deliver the best solution to customers every time.Document everything and do it with tremendous detail.Be an invaluable member of your team.Be a voracious learner and demonstrate growth.ResponsibilitiesProvide technical support to customers and end users.Continuously demonstrates a truly empathetic concern for our customer’s issueWorking knowledge of PC software such as Microsoft Word, Excel, OfficeProvide problem resolution; create service request with proper codingUtilize basic networking knowledge of IT systems, including client LAN/WAN environments, private/public IP address space, DHCP, DNS, TCPIP Fundamentals to provide this supportFlexibility to adapt to new technologies and processes.Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skillsTrack, monitor and maintain requests, incidents, and escalations in the ticketing systemAnalyze recurrent issues and recommend fixes or report to developers for further investigationBe willing to learn additional products to troubleshoot Hydraulic, Dispenser Payment and Forecourt controller applications.QualificationsTechnical, Electronic or Computer-related Associate’s Degree or Certificate, preferred2+ years Technical support, call center, customer support experience desired if no degree or certificateAbility to multi-task (read, type, talk simultaneously and work with multiple systems. Oracle, Telephony, etc.)Takes ownership of all tasks and commits to high quality resultsA track record of self-improvement and continuous learningStrong keyboarding skills (typing 40 wpm)Problem Solving skills.Ability to comprehend, analyze and present data effectivelyAbility to work various shifts, including weekends and holidaysSatisfactory Attendance requiredAbility to sit for extended periods of timeAbility to work in excess of 8 hours per dayAbility to seamlessly adapt to changes quicklyExceptional telephony utilization, communication skills, active listening, and customer-careA demonstrated logical approach to troubleshootingConsistently maintain a superior level of professionalismUnderstanding and usage of various support tools such as telephony, ticketing platforms, and knowledge basesT echnical trouble shooting experienceRemote trouble shooting experiencePhysical Requirements: Normal Office Heavy work (lift 30-50 lbs.) Light work (lift 10 lbs.) Very heavy work (lift over 50 lbs.) Medium work (lift 11-30 lbs.) Other physical requirements (note):The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone and basic office equipmentWhile performing the duties of this job, the employee is regularly required to talk and hearMental Requirements: (as presently performed to accomplish essential functions) Reading, Writing, Calculating Social Interaction Skills Reasoning/Analysis Works with Minimal Supervision Other Mental Requirements (note):Language Requirements:Ability to effectively speak, read and write EnglishWe consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/ . To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.