Senior Tech Support Technician - Airport IoT and SLA Expert

TRAX ANALYTICS LLC; Linthicum (MD); On-site; USD 100,000 - 120,000; Full time

Job summary

TRAX Analytics, LLC is seeking a Technology Support Technician (Tier III) to support client systems at the Baltimore area airport on-site five days a week. The role requires 5+ years of tier III experience and a proven ability to meet client SLAs while troubleshooting hardware, software, and network issues.

The candidate should be proficient with Zendesk, SQL, and API validation using Postman, and capable of coordinating with third-party vendors to rapid-respond to incidents.

Qualifications

• 5+ years of experience in a similar field.
• Ability to pass a security clearance to work in any area of an airport.
• Experience with troubleshooting SaaS Web applications.
• Proven working experience in a similar role for technology companies.
• Excellent client-facing and communication skills.
• Experience with Zendesk or similar applications.
• Strong experience with SQL.
• Thorough understanding of cloud hosted Web solutions, and IOS/Android App deployments.
• Experience with API validation with Postman is a high priority.

Responsibilities

• Initial handling of tickets on site, upscale tickets internally.
• Troubleshoot escalated issues from Tier 1 support.
• Provide support for internal systems and external APIs.
• Manage local hardware maintenance and system support.
• Escalate issues as necessary to meet SLAs.
• Maintain and update spare inventory records daily.

Skills

Excellent client-facing communication

Ability to pass security clearance

Education

Technical certification

Associate degree or higher

Tools

Zendesk

Postman

SQL

API validation

Job description

TRAX Analytics, LLC is seeking a Technology Support Technician (Tier III) to support client systems at the Baltimore area airport on-site five days a week. The role requires 5+ years of tier III experience and a proven ability to meet client SLAs while troubleshooting hardware, software, and network issues.

The candidate should be proficient with Zendesk, SQL, and API validation using Postman, and capable of coordinating with third-party vendors to rapid-respond to incidents.