Support Technician - Tier 1

Dover Corporation; Bethlehem (Northampton County); On-site; USD 24,796 - 33,062; Full time

Benefits offered by this job

401(k) matching

Medical/dental/vision insurance

Wellness program

Health savings account

Short‑/long‑term disability

Life insurance

Paid leave (vacation, holidays, sick,

Parental leave

Job summary

Dover Fueling Solutions, including Innovative Control Systems, seeks a customer-focused technical support specialist in Bethlehem, PA. You will deliver first-level support for ICS products, using ITIL practices, and train customers to maximize system performance.

The role requires on-site presence, weekend/overtime rotation, and teamwork with the support group to resolve issues efficiently. Strong communication and basic networking knowledge are essential.

Qualifications

• Associate’s degree or equivalent technical training.
• Minimum six months of customer service experience or equivalent in‑house training.
• Experience in a contact center and/or electrical or mechanical background is a plus.
• Basic knowledge of networking, computing hardware/software, and Microsoft Office.
• Strong telephone skills, outgoing personality, and empathy.
• Fundamental understanding of operating systems, networking principles, and troubleshooting processes.

Responsibilities

• Provide first‑level technical support to users of ICS products.
• Resolve issues via telephone, remote desktop, and other supported tools using ITIL standards.
• Conduct customer training and counseling to maximize system effectiveness.
• Maintain a professional, positive demeanor on calls and during business.
• Assist the support team by completing related tasks as assigned.
• Identify problems and determine courses of action within call priority limits.
• Notify the Floor Manager if a call agreement was not met within the allowable time.
• Follow the schedule set by management.
• Be available to work weekends, holidays, and overtime on a rotating schedule.

Skills

Customer service

Telephone skills

Microsoft Office

Networking basics

Troubleshooting

Communication

Education

Associate degree

Job description

Overview

Dover Fueling Solutions (DFS) is a leading provider of advanced fuel‑dispensing equipment, including clean‑energy solutions, payment systems, and tank gauging. Innovative Control Systems (ICS), part of DFS, specializes in car wash technology and equipment.

Job Summary

Provide first‑level technical support to users of the Innovative Control Systems products. Resolve issues via telephone, remote desktop, and other supported tools using ITIL standards. Conduct customer training and counseling to maximize system effectiveness.

Responsibilities

• Maintain a professional, positive demeanor while on call and during company business.
• Assist the support team by completing related tasks as assigned.
• Identify problems and determine courses of action within call priority limits.
• Notify the Floor Manager if a call agreement was not met within the allowable time.
• Follow the schedule set by management.
• Be available to work weekends, holidays, and overtime on a rotating schedule.
• Travel overnight when required.
• Train other team members as needed.
• Perform all other duty delegated by Support Management.

Competencies

• Positive work atmosphere and appropriate behavior.
• Technical problem‑identification, resolution, and knowledge building.
• Root‑cause analysis and troubleshooting.
• Customer empathy and professional communication.
• Effective oral and written communication.
• Team collaboration and diversity respect.
• Persistence and obstacle overcoming.
• Reliability, punctuality, and overtime availability.

Qualifications

• Associate’s degree or equivalent technical training.
• Minimum six months of customer service experience or equivalent in‑house training.
• Experience in a contact center and/or electrical or mechanical background is a plus.
• Basic knowledge of networking, computing hardware/software, and Microsoft Office.
• Strong telephone skills, outgoing personality, and empathy.
• Fundamental understanding of operating systems, networking principles, and troubleshooting processes.

Work Environment

The position is onsite in a typical indoor office with moderate noise and minimal physical risk. Occasionally travel, including overnight stays, may be required.

Physical Demands

Regular standing, walking, sitting, hand use, and speaking. Regular lifting of up to 25 pounds and occasional lifting up to 50 pounds. Specific vision requirements include close and color vision and the ability to adjust focus.

Pay & Benefits

Hourly rate: $21.00 per hour.

Benefits include 401(k) matching, medical/dental/vision insurance, wellness programs, health savings account, short‑/long‑term disability, life insurance, paid leave (vacation, holidays, sick, and parental), and other standard corporate benefits.

Equality, Diversity, and Inclusive Hiring

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Additional Information

This position is located in Bethlehem, PA, United States.