Quarterhill Inc. · 23 hours ago
Technical Support Representative
United States
Full-time
Remote
Entry, Mid Level
$37K/yr - $48K/yr
2+ years expQuarterhill Inc. is seeking a Technical Support Representative to provide monitoring, support, and resolution of issues for both internal and external customers. The role involves active monitoring of production systems, responding to customer issues, and performing Level 1 support across various communication channels.
Computer Software
Responsibilities
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 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
Qualification
Required
Certificate, Diploma, or Degree in a technology or electronics-related field
2 or more years working in a Support Services/Help Desk environment
Experience with several help desk tools and access control systems
Able to participate in 24/7 on-call rotations
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
Strong interpersonal skills and ability to work as part of a team
Knowledge of PC-based or embedded real-time operating systems (Linux preferred)
Basic knowledge of networking
Familiarity with Windows server installation and configuration
Preferred
Linux Professional Institute Certification (LPIC) or CompTIA Linux+ (Preferred)
ServiceNow experience a plus
Experience with Ansible for automation and configuration management preferred
Proficiency with shell scripting (Bash) for system administration tasks preferred
Familiarity with crontab for scheduling and automating jobs preferred
Working knowledge of the vi/vim editor preferred
Experience with Zenoss or similar infrastructure monitoring tools preferred
Benefits
Paid days off ( i. e. vacatio n, sick days, bereavement leave)
Health and Dental plans
Retirement plans
Employee and Family Assistance Program (EFAP)
Employee referral program
Employee Stock Purchase Program (ESPP)
Company
Quarterhill Inc.
Driving the future of transportation further, faster, smarter.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase