Support Technician I

What You’ll Do 

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
• 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)
• Superior knowledge of the following Microsoft^® Windows^® platforms:
  • Server 2003
  • Server 2008
  • Server 2012
  • Windows XP
  • Windows 7
• Advanced 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 /Schedule:

The Level I Support Technician will work on-site at our corporate office in Lisle, IL on 12-hour shifts (5 AM-5 PM) on a rotating schedule. The Texas Two schedule rotates every other week. 2 days on, 2 days off; followed by 2 days on 3 days off the following week. This role is a full-time position with non-standard work hours, including weekends and possible overnights.

Travel may be required (less than 10%) to terminal locations across the North America for special projects on an as-needed basis. 

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!  INSERT YOUR CARROT STATEMENT HERE – that’s where you come in! 

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 

• Competitive compensation & a comprehensive benefits package that includes medical, dental, vision, life, disability, flexible spending, 401k match and more. 
• Paid Time Off 
• Complimentary onsite fitness center in our corporate headquarters (for corporate positions only) 
• Employee Assistance Program 
• Employee Referral Program 
• A conveniently located office easily accessible by public transportation and major highways 
• A Diverse & Inclusive Company Culture that offers genuine teamwork 

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 Employment Opportunity employer. We 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 and drug screening. 

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