Senior Operations Technician

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Provide support for regional operations throughout the United States and certain areas of Canada from the VCC.

• Conduct remote troubleshooting, site and roadside monitoring, and ensure device uptime.

• Keep clients' roadside network devices functioning smoothly and effectively.

• Address challenging and intricate issues while formulating technical solutions for ambiguous problems.

• Act as a key or lead member of the agile response team.

• Ensure adherence to company policies and regulatory standards.

• Maintain precise account documentation, VCC documentation, and databases.

• Communicate with advisors to resolve discrepancies and concerns.

• Collaborate with VCC Support teams, managers, supervisors, and technicians regarding remote support validations, downtime reporting, and remote equipment tracking.

• Review locations of Red-Light Cameras, still images, and videos to confirm equipment functionality and image quality.

• Engage in planning, daily stand-ups, and backlog sessions.

• Oversee assigned work orders and trouble tickets from initiation to closure.

• Identify opportunities for enhancing service offerings.

• Comply with customer-specific procedures, SLAs, and team KPIs.

• Perform additional duties and special projects as assigned.

⛳️ Requirements

• Preferred Bachelor's degree or Associate's degree in information technology, computer science, or a closely related field, and/or two (2) years of experience in Operations or Remote Troubleshooting, or an equivalent combination of experience and/or education.

• Preferred Agile Scrum Certification, such as Scrum Master, Product Owner, or Scrum Fundamentals.

• Preferred experience in scripting or programming languages like PowerShell, Visual Basic, or Python.

• Proven knowledge of computing and data troubleshooting.

• Proven knowledge of network and remote system troubleshooting.

• Proven knowledge of data management and information technologies.

• Experience in accurately and reliably interpreting data to determine suitable actions.

• Experience in managing multiple priorities effectively.

• Preferred advanced skills and experience with Microsoft Suite, including Word, Excel, and PowerPoint, in addition to Power BI Pro, Visio, and Outlook.

• Successful completion of the Nlets fingerprinting background assessment.

• Ability to work all shifts in a 7x24x365 environment, including rotating on-call responsibilities.

• Ability to thrive in a fast-paced operational setting.

• Ability to operate independently with minimal supervision.

• Ability to manage several tasks simultaneously, including ticket administration, communication, and follow-up activities.

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

• Willingness and capacity to learn new technologies.

🏝️ Benefits

• Commitment to Equal Opportunity Employment.

• On-the-job training environment.

• Rotating on-call coverage in a 7x24x365 environment.