What You'll Do
The Level II 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 II 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
- Maintain a defined list of client sites in an operational state and report on the statuses of sites, site Trouble Tickets, and challenges the site incurs
- Train Level I Support Technicians and Customer Service Representatives
- 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 or escalate reported issues as needed
- Provide excellent customer service to REMPREX clients and internal REMPREX employees
- Maintain a courteous and professional manner while communicating solutions
- Knowledgeably address all aspects of a client’s issue
- Sympathize with the client, ensuring them that the issue is important to REMPREX
- Troubleshoot and resolve reported hardware and software issues
- Properly complete IT Support recordkeeping forms such as GMS Trouble Tickets and Shift Updates
- Properly complete reports such as scorecards and TRAC time reporting
- Follow the IT Support escalation policy
- Perform follow-up evaluations for resolved issues or issues that are being monitored
- Perform preventative system maintenance to ensure peak operating performance
- Proactively review open Trouble Tickets to resolve issues quickly
- Complete proper shift change procedures
- Perform general research of truck processing for clients
- Manage vendors and dispatch contractors
- Build knowledgebase
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 and/or current (CompTIA) A+ and Net+ certification
- 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)
- Ability to pass and maintain certifications or proficiencies in the following areas:
- eRAILSAFE Certification
- Permanent Employee Registration Card (PERC), applies to Illinois (IL) only
- EMPREX and Client Safety Rules and Regulations
Preferred:
- 1 year experience as a Level I Support Technician at REMPREX
- Basic understanding of Linux® and Cisco®
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. Click here to see it for yourself!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.
- Comprehensive Medical, Dental, Vision & Prescription Drug Coverage
- Flexible Spending Accounts
- 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 (in applicable roles)
- 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 and apply today! If this role isn't what you're looking for,
please consider other open positions.
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 our pre-employment process, we do require successful completion of a background check and for safety sensitive roles, a drug screen.Know your rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdfREMPREX participates in eVerify. Click here for information about 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.IND2
