Tier 1 Support Technician — Onsite Training

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

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.