3 years’ experience working in a customer service environment
2+ years of experience in a help desk environment or current (CompTIA) A+ and Net+ certification
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 Voic
Working knowledge of the following Microsoft® Windows® platforms: Server 2003 Server 2008 Server 2012 Windows XP Windows 7
Basic 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 Clie
Nice to have
Basic understanding of Linux® and Cisco®
Full description
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 NeedRequired:
Associate’s Degree
3 years’ experience working in a customer service environment
2+ years of experience in a help desk environment or current (CompTIA) A+ and Net+ certification
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)
Working knowledge of the following Microsoft® Windows® platforms:
Server 2003
Server 2008
Server 2012
Windows XP
Windows 7
Basic 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/Travel:
This position is 100% on site at our corporate office in Lisle, IL. Travel may be required (less than 5%) to terminal locations across the North America for special projects on an as-needed basis. This role is a full-time position with non-standard work hours, including weekends and holidays.Schedule:
This position consists of working 12-hour shifts (NIGHTS: 5:00 PM-5:00 AM) on a rotating schedule. Therefore, your working schedule would be the following:
(ON below connotes working the standard 12-hour shift)
-
Week 1
Monday- OFF
Tuesday + Wednesday- ON
Thursday + Friday- OFF
Saturday + Sunday- ON
(Four 12-hour shifts total)
-
Week 2
Monday- ON
Tuesday + Wednesday- OFF
Thursday + Friday- ON
Saturday + Sunday- OFF
(Three 12-hour shifts total)
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!
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
All benefits mentioned below are based on eligibility and vary based on status, role and location.
Comprehensive Medical, Dental, Vision & Prescription Drug Coverage
Flexible Spending Accounts.
401(k)
Vacation, Sick & Paid Holidays
Leaves of Absence
Employee Assistance Program
Employer-Paid Life & AD&D Insurance
Employer-Paid Short & Long-Term Disability
Voluntary Accident, Hospital Indemnity, Critical Illness and Life Insurance
Tuition Reimbursement
Employee Assistance Program
Employee Referral Program
Opportunities to Learn & Grow Your Career
Hybrid Work Schedules
A Diverse & Inclusive Company Culture that offers genuine teamwork
All employment offers will be made within the appropriate salary grade, taking into account key factors such as your location, relevant skills, experience, and expertise. Additionally, select positions may be eligible for a discretionary annual cash incentive program, designed to reward both individual and company performance.
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 opportunity employer. We are committed to building a diverse workforce and 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 check and for safety sensitive roles, a drug screen.
Know your rights:
REMPREX participates in eVerify. Click here for information about eVerify.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
REMPREX is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: REMPREX does not accept unsolicited agency resumes. Please do not forward resumes to any REMPREX employee. REMPREX is not responsible for any fees related to unsolicited resumes.