Support Technician I (Nights)

Alarm Systems; Lisle (IL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k)

Vacation, Sick & Paid Holidays

Tuition Reimbursement

Employee Referral Program

Hybrid Work Schedules

Diverse & Inclusive Culture

Job summary

REMPREX is seeking a Level I Support Technician for on-site work at our Lisle, IL corporate office. You will configure, maintain, and troubleshoot Automated Gate System (AGS) hardware and software, create and manage trouble tickets, and provide responsive client support across North America.

You will resolve issues, perform preventative maintenance, and collaborate with vendors while maintaining documentation and knowledge base.

Qualifications

• Associate’s Degree and 3 years in a customer service environment.
• 2+ years in a help desk or IT support role or equivalent certifications.
• CompTIA A+ and Net+ certifications or equivalent experience.
• Experience with a ticketing system (GMS).
• Solid understanding of TCP/IP, DHCP, DNS, and VoIP.
• Experience with Windows Server 2003/2008/2012 and Windows OS.
• Knowledge of Active Directory, IIS, SQL Server, DNS and security components.
• Microsoft Office Suite proficiency and strong communication skills.
• Valid driver’s license and US passport; ability to obtain certifications as required.
• Ability to work as part of a team and under pressure.

Responsibilities

• Triage incoming support notifications and initiate resolutions by urgency.
• Provide issue recognition via e-mail and phone alerts.
• Create Trouble Tickets in GMS and determine severity.
• Resolve or escalate issues per IT support policy.
• Maintain excellent customer service to REMPREX clients and staff.
• Communicate professionally; practice empathetic listening.
• Troubleshoot hardware and software issues and document outcomes.
• Complete IT support forms and reports (GMS, TRAC).
• Perform follow-ups for resolved or monitored issues and preventative maintenance.
• Research truck processing for clients; manage vendors and contractors.

Skills

Troubleshooting

Customer service

TCP/IP

DNS

VoIP

Active Directory

Windows Server

Office Suite

Communication skills

Teamwork

Pressure tolerance

Education

Associate’s Degree

CompTIA A+ certification

CompTIA Net+ certification

Tools

GMS ticketing system

Microsoft Windows Server 2003/2008/2012

DNS/ DHCP/ TCP/IP

Job description

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
• 2+ years of experience in a help desk environment or current (CompTIA) A+ and Net+ certification
• 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)
• 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)
• 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 Linux ® and Cisco ®

Location/Travel:

This position is 100% on site at our corporate office in Lisle, IL. Travel may be required (less than 5%) to terminal locations across the North America for special projects on an as-needed basis. This role is a full-time position with non-standard work hours, including weekends and holidays.

Schedule:

This position consists of working 12-hour shifts (NIGHTS: 5:00 PM-5:00 AM) on a rotating schedule. Therefore, your working schedule would be the following:

(ON below connotes working the standard 12-hour shift)

Week 1

• Monday- OFF
• Thursday + Friday- OFF
• Saturday + Sunday- ON

(Four 12-hour shifts total)

Week 2

• Monday- ON
• Thursday + Friday- ON
• Saturday + Sunday- OFF

(Three 12-hour shifts total)

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.

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 foster a healthy and injury free environment for our employees, clients and the communities we serve.

Integrity | We make it a priority to do the right thing even when no one is looking, which is why we commit to the highest ethical standard.

Innovation | We challenge conventional thinking to continually improve the products and services we offer.

Transparency | We say what we mean, mean what we say, and do what we say we’ll do.

What We Offer

All benefits mentioned below are based on eligibility and vary based on status, role and location.

• Flexible Spending Accounts.
• 401(k)
• Vacation, Sick & Paid Holidays
• Leaves of Absence
• Employee Assistance Program
• Employer-Paid Life & AD&D Insurance
• Employer-Paid Short & Long-Term Disability
• Voluntary Accident, Hospital Indemnity, Critical Illness and Life Insurance
• Tuition Reimbursement
• Employee Assistance Program
• Employee Referral Program
• Opportunities to Learn & Grow Your Career
• Hybrid Work Schedules
• A Diverse & Inclusive Company Culture that offers genuine teamwork

All employment offers will be made within the appropriate salary grade, taking into account key factors such as your location, relevant skills, experience, and expertise. Additionally, select positions may be eligible for a discretionary annual cash incentive program, designed to reward both individual and company performance.

Ready to build your career with an industry leader?

REMPREX is the one intermodal logistics company that truly does it all and whether you are looking to make an impact on our front line in Operations or ready to contribute your expertise to one of our professional corporate areas like Information Technology, Account & Finance, Human Resources or Client Services, our highly-innovative, rapidly-growing enterprise provides everything you need to build a rewarding career. If you are a builder at heart, enjoy solving problems, taking the initiative, pitching in where needed, are always up for a challenge, we encourage you to explore your future with REMPREX.

REMPREX is proud to be an equal opportunity employer. We are committed to building a diverse workforce and do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, REMPREX participates in the E-Verify program in certain locations, as required by law. As part of the pre-employment process, we do require successful completion of a background check and for safety sensitive roles, a drug screen.

REMPREX participates in eVerify.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

REMPREX is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: REMPREX does not accept unsolicited agency resumes. Please do not forward resumes to any REMPREX employee. REMPREX is not responsible for any fees related to unsolicited resumes.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.