Short Description:
This Product Specialist is the troubleshooting expert for the tolls collection PC/Network/Hardware infrastructure
Complete Description:
The Product Specialist is the expert for a technical development or execution environment product or set of products. The primary responsibility of a Product Specialist is to ensure the availability and facilitate the productive use of a product for Application Teams or end users. Years of Relevant Experience: 1 to 2 years
Preferred Education: 4 year college degree or equivalent technical study.
Role Description:
Tolls support position is responsible for day to day support of:
•Status and maintenance of all toll system hardware at all locations.
•Toll System Application installation, configuration, and maintenance at all locations.
•Tolls CCTV. Monitoring, configuration, and maintenance of all locations DVR’s, monitors, and infrastructure.
•Video Transaction Data Multiplexor monitoring, configuration, and maintenance for all locations.
•Monitors toll systems backups at all locations.
•E-ZPass Customer Account Management System monitoring and maintenance for all Tolls locations.
•Tolls Desktop installation, configuration, and repair at all locations.
•Tolls network management for all locations.
•Analytical and customer service skills.
•Communicate accurate and useful status updates.
•Ability to work in a team environment.
•Complete assigned tasks.
•Strong communication skills; both written and spoken
This is a position that requires the ideal candidate to possess:
Ability to be creative and learn new, proprietary technologies
Work with specialized hardware and peripherals that require ingenuity
Function as a friendly face of customer service to the tolls representatives
Travel between Newark, DE and Dover, DE as needed for support of on-site systems (frequent, but not necessarily daily)
Skills:
Skill
Required / Desired
Amount
of Experience
General computer hardware Software troubleshooting and installation support - Microsoft
Required
2
Years
Prior troubleshooting experience with Microsoft Windows 7
Required
2
Years
Prior troubleshooting experience with Microsoft Server 2008
Required
1
Years
Prior Deskside support experience (not supporting over phone)
Required
2
Years
Prior experience supporting Office 2007
Required
2
Years
Prior experience troubleshooting proprietary systems or unique hardware/peripherals
Required
1
Years
Prior support of Exchange
Highly desired
1
Years
Prior experience supporting tolls and traffic management systems
Desired
1
Years
Basic Network Background
Desired
1
Years
CCTV Systems Background
Desired
1
Years
Prior work with fiber optic cable
Desired
6
Months
Prior work with industrial DVR systems
Desired
1
Years
Prior customer service focus in a technical environment
Required
1
Years
Prior Linux/Unix OS Experience
Desired
1
Years
Prior experience with Server/Database Backup Software
Desired
1
Years
Is the candidate comfortable committing to a role where there is travel between client sites using a personal vehicle between Newark, DE and Dover, Delaware with frequency (unreimbursed by the State or CAI)?
Please list projects where the candidate has functioned in a deskSIDE role that involved less than 10% troubleshooting by phone.
Is the candidate comfortable spending short periods of time (less than 1 hour) in a confined space (i.e toll booth)?
Is the candidate comfortable working in a bucket truck?
Please list any project where the candidate has worked with Tolls systems or traffic management systems
Please list specific roles where the candidate had to support propietary peripherals or hardware and the nature of those peripherals.
Please talk about any Linux/Unix Operating System Experience.
Please talk about your experience in working with end users as it relates to dealing with many different personalities.