Operations Technician

Skills:

• 2 years in Tier 2/3 tech support, maintenance, troubleshooting
• NOC or ops support experience (not traditional IT NOC)
• Fast learners, independent workers
• Go-getters — high performers can promote early
• No certifications required, but Net /Sec or degrees are a plus

JOB DESCRIPTION:

The Operations Technician is responsible for work in our Regional Operations team in the VCC. This position will work to support our operations across the United States as well as parts of Canada. The Ops Technician is responsible for remote troubleshooting, site and roadside monitoring and general uptime for devices managed by the VCC. In this role you will be dedicated to keeping our clients roadside network devices online and operating at peak efficiency.

Essential Responsibilities:

• Ensure compliance with company policies and regulatory requirements.

• Maintain accurate and detailed records of all account documentation.

• Communicate effectively with advisors to resolve any discrepancies or issues.

• Ability to work all shifts in a 7x24x365 environment including rotating on call coverage

• Review of existing Red-Light Camera locations, including still images and video (pre and post process) to ensure the equipment is working properly and captured images are of the highest quality

• Ability to work in a fast-paced operational environment.

• Ability to work independently with minimal supervision.

• Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities.

• Ability to learn in an 'on-the-job' training environment.

• Participates in planning, daily stand-ups, backlogs sessions.

• Performs other duties and/or special projects as assigned.

• Identifies areas of opportunity to improve our service offering.

• Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s.

• Ability and willingness to learn new things, particularly new technology.

• Provide expert work order management through driving, following up and closure of assigned trouble tickets.

Qualifications:

• Preferred Bachelor’s degree or Associate’s degree in information technology, computer science or closely related field and/or two (2) years’ experience in Operations, Remote Troubleshooting OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

• Preferred Agile Scrum Certification which could be Scrum Master, Product Owner or Scrum Fundamentals

• Preferred experience in Scripting or Programming Languages such as PowerShell, Visual Basic, or Python.

• Demonstrated knowledge of computing and data troubleshooting

• Demonstrated knowledge of network and remote system troubleshooting

• Demonstrated knowledge of data management and information technologies

• Experience in accurately and reliably interpreting data for determining appropriate action.

• Experience in managing multiple priorities.

• Preferred Advanced skill and experience with Microsoft Suite including Word, Excel, PowerPoint and Addition suite applications like Power BI Pro, Viso and Outlook.

IMPACT Technology Recruiting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.