Tier 1 Support Technician

Innovative Control Systems; False Pass (AK); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401K matching

paid holidays

paid time off

paid parental leave

company-provided disability insurances

Job summary

Innovative Control Systems is seeking a dedicated Technical Support Specialist to provide first-level support for ICS products. You will troubleshoot issues via telephone, remote desktop tools, and other supported resources, following ITIL standards.

You will also train customers on best practices, document resolutions, and collaborate with the support team to maintain a high level of customer satisfaction. Occasional travel and weekend/holiday rotations may be required.

Qualifications

• Provide first-level technical support to users of ICS products.
• Follow ICS protocols and ITIL standards during call flow and resolutions.
• Provide customer training and counseling on best practices for ICS systems.

Responsibilities

• Maintain professional demeanor in call center and during travel.
• Communicate clearly and effectively with customers and team members.
• Identify problems and determine action within priority timeframes.

Skills

Communication

Technical knowledge

Troubleshooting

Customer service

Oral/Written communication

Teamwork

Diversity/Ethics

Tools

Remote desktop tools

ITIL

Job description

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.

Innovative Controls Systems (ICS) is part of Vechicle Wash Solutions (VWS), a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment.

Innovative Control Systems® (ICS) is the global leader in the manufacturing, installation, and support of car wash technology and equipment. ICS has grown steadily and is well positioned within the rapidly expanding car wash industry. We offer competitive pay, onsite cafeteria & gym, excellent benefits (401K matching, paid holidays, paid time off, paid parental leave, company-provided short-term and long-term disability insurances) as well as a path to personal growth and advancement.

SUMMARY:
The main focus of the position is to provide first level technical support to users of Innovative Control Systems’ products and services. Trouble shooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems.

Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Maintain a professional and positive demeanor while in the call center or away on company business.
• Good communication skills.
• Contributes to support team effort by accomplishing related results as needed.
• Identifies problem and course of action within time limit set by call priority.
• Notifies Floor Manager if COA hasn’t been achieved within allowable time limit.
• Follows schedule set forth by management.
• Available to work weekends and holidays on a rotating schedule.
• Available to work overtime as call volume demands.
• Ability to travel over night when called upon.
• Ability to train others.
• All miscellaneous duties delegated by Support Management.

COMPETENCIES:

• Behavior – Maintains a positive work atmosphere by behaving appropriately.
• Technical Skills – Identifies and resolves problems in a timely qualified manner. Strives to build knowledge base. Shares expertise with others.
• Troubleshooting Skills – Ability to identify root causes and problem resolution by identifying the problem, identifying the causes, identifying the solution.
• Customer Service – Empathizes with the client’s problem, and conveys a helpful attitude in all interactions. Demonstrated ability to handle direct customer interaction professionally.
• Oral/Written Communication – Speaks/Writes effectively in all situations.
• Teamwork – Contributes to a positive team environment.
• Diversity/Ethics – Treats all people with respect. Follows chain of command outlined

• 401K matching
• paid holidays
• paid time off
• paid parental leave
• company-provided short-term and long-term disability insurances