Job Description
Job Summary

This position will respond to and support Toll System customerissues as they arise. This position will be customer facing and will perform L1phone/email/chat support. The role will also perform Liaison andescalation duties to the L2 staff of System Administrators, RoadsideAdministrators, and DBAs. The role will require an individual thatpossesses the unique blend of customer orientation, technical acumen, andprocess discipline. As a level II technician the candidate is responsible forescalations and communications as appropriate. Candidates must have strong workethic and possess the ability to work with minimal supervision.

Essential Functions (fundamental, crucial job duties performed in a position.include how the person is to perform them including frequency of tasks)

• Responsible for active monitoring of production systems. Will verify and communicate status of daily/nightly monitoring tasks.
• Actively monitors phone/email/chat for inbound requests, alerts, and questions.
• Will conduct response, tracking, triage, escalation, and coordination for incidents, problems, changes, and requests reported by ETC customers and Vendors in the Tolling Industry.
• Will ensure that response activities meet all required Key Performance Indicators (KPI) as required per customer contractual requirements.
• Will support the preparation of performance statistics and reports.
• Will administer user accounts, per provisioning guidelines and standards, in Active Directory, 3rd party tools, as well as internal applications.
• Troubleshoot and resolve routine user issues using both experience and runbooks.
• Provide feedback regarding support knowledge base and documentation to creator.
• Create/maintain secondary support documentation for tips/FAQs/work arounds.
• Demonstrate regular and predictable attendance for assigned shift.

Experience and Skills
Competencies (knowledge,skills, and abilities the person needs to do the job)

• Ability to learn how to triage and understand highly technical software and hardware problems
• Excellent verbal communication and written email skills. Willingness to go the extra mile to support the customer.
• Very well organized and possesses the ability to prioritize and coordinate multiple tracks concurrently
• Can Provide technical assistance and support for all incoming queries and issues related to computer systems, software, (IVR) and hardware based on established runbooks and training

Required Education and Experience

• Highschool Diploma or equivalent required
• 2 or more years working in a Support Services/Help Desk environment
• Experience with SQL or running SQL queries.
• Experience with several help desk tools and access control systems.
• Experience with Windows patching preferred
• ServiceNow experience a plus.

Preferred Education and Experience

• Some college preferred