Overview:
The Operations Support Specialist is responsible for providing operational and technical support for tolling technology, lane controller systems, and intelligent transportation systems products nationwide. This role works closely with field technicians, system administrators, IT teams, and customers to ensure the highest level of system availability and customer satisfaction.
Responsibilities include monitoring system health, troubleshooting hardware and software issues, managing incidents and service level agreements through ServiceNow, coordinating escalations, and supporting the installation and testing of new hardware and system components. This position also requires participation in a 24/7/365 support rotation to ensure continuous operational coverage.
Responsibilities:
Customer and Technical Support
- Provide front-line technical support to internal and external customers.
- Handle incoming customer calls, incidents, and support requests from multiple communication channels.
- Manage service level agreements (SLAs) through ServiceNow to ensure customer support requirements are met.
- Communicate incident updates, outages, and resolutions to stakeholders.
- Troubleshoot hardware, software, and system issues using documented procedures and knowledge base materials.
- Resolve technical issues when possible and escalate more complex issues to higher-level support teams as needed.
- Confirm issue resolution with customers, endpoints, and automated monitoring systems.
System Monitoring and Operations
- Monitor system hardware, software, and operational dashboards to ensure system availability and efficiency.
- Provide support for lane controller systems operating on Linux platforms.
- Ensure proper data flow between lane controllers, Accounting systems, and Violation Enforcement systems.
- Support intelligent transportation systems equipment and tolling technologies.
- Assist with the installation, testing, and validation of new hardware and software deployments.
- Support IT and operational teams as needed during incidents or maintenance activities.
Incident Management and Documentation
- Triage and prioritize incidents quickly based on severity and customer impact.
- Document incidents, troubleshooting steps, and resolutions in the work management system.
- Prepare SLA and operational performance reports as needed.
- Update and maintain support documentation and knowledge base articles.
- Provide feedback to improve operational procedures and support processes.
Training and Team Support
- Assist with training and mentoring newer team members.
- Share operational knowledge and best practices with the team.
- Participate in continuous improvement efforts for support operations and documentation.
On-Call and Shift Coverage
- Participate in a 24/7/365 on-call and operational support rotation.
- Provide support coverage during scheduled shifts, weekends, holidays, and emergency situations as required.
This list of responsibilities might not cover everything you'll end up doing.
Qualifications:
Education and Experience
- High school diploma or equivalent required.
- Certificate, diploma, or degree in a technology, electronics, or IT-related field preferred.
- 2+ years of experience in customer service, technical support, operations support, or an IT-related field preferred.
Technical Skills
- Strong troubleshooting and analytical skills.
- Experience with service desk or help desk ticketing systems such as ServiceNow.
- Knowledge of hardware and software troubleshooting.
- Familiarity with Linux operating systems preferred.
- Familiarity with Windows server installation and configuration is a plus.
- Experience with systems monitoring tools and operational dashboards.
- Knowledge base article creation and documentation experience preferred.
- Familiarity with tolling technology or intelligent transportation systems is a plus.
Other Competencies
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong organizational and multitasking abilities.
- Inductive and deductive problem-solving mindset.
- Ability to prioritize and respond effectively during high-priority incidents.
Benefits:
We offer a Total Rewards plan designed with you and your family’s health and wellness in mind that includes:
- Paid days off (i.e. vacation, sick days, bereavement leave)
- Health and Dental plans
- Retirement plans
- Employee and Family Assistance Program (EFAP)
- Employee referral program
We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws. We're committed to creating a workplace where everyone feels valued and respected.
We appreciate all responses and will acknowledge only those being considered for an interview.
We respectfully request no calls or unsolicited resumes from Agencies.
