REMPREX, INC · 7 hours ago
Support Technician II
Lisle, IL
Full-time
Onsite
Mid Level
3+ years expREMPREX, INC specializes in the operation, support, and engineering of intermodal terminals and ports nationwide. They are seeking a Level II Support Technician to configure, maintain, and troubleshoot systems in support of the Automated Gate System (AGS) while providing excellent customer service to clients and internal employees.
Cyber SecurityInformation TechnologySecurity
Responsibilities
Maintain a defined list of client sites in an operational state and report on the statuses of sites, site Trouble Tickets, and challenges the site incurs
Train Level I Support Technicians and Customer Service Representatives
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 or escalate reported issues as needed
Provide excellent customer service to REMPREX clients and internal REMPREX employees
Maintain a courteous and professional manner while communicating solutions
Knowledgeably address all aspects of a client’s issue
Sympathize with the client, ensuring them that the issue is important to REMPREX
Troubleshoot and resolve reported hardware and software issues
Properly complete IT Support recordkeeping forms such as GMS Trouble Tickets and Shift Updates
Properly complete reports such as scorecards and TRAC time reporting
Follow the IT Support escalation policy
Perform follow-up evaluations for resolved issues or issues that are being monitored
Perform preventative system maintenance to ensure peak operating performance
Proactively review open Trouble Tickets to resolve issues quickly
Complete proper shift change procedures
Perform general research of truck processing for clients
Manage vendors and dispatch contractors
Build knowledgebase
Qualification
Required
Associate's Degree
3 years' experience working in a customer service environment
2+ years of experience in a help desk environment and/or current (CompTIA) A+ and Net+ certification
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)
Ability to pass and maintain certifications or proficiencies in the following areas: eRAILSAFE Certification, Permanent Employee Registration Card (PERC), applies to Illinois (IL) only, EMPREX and Client Safety Rules and Regulations
Preferred
1 year experience as a Level I Support Technician at REMPREX
Basic understanding of Linux® and Cisco®
Benefits
Comprehensive Medical, Dental, Vision & Prescription Drug Coverage
Flexible Spending Accounts
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 (in applicable roles)
A Diverse & Inclusive Company Culture that offers genuine teamwork
Company
REMPREX, INC
REMPREX can take your organization into the future through a wide array of services that leverage data insights, human-assisted technology, and decades of first-hand experience in intermodal operations.
501-1000 employees
H1B Sponsorship
REMPREX, INC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$22MKey Investors
Cyprium Investment PartnersCrystal Financial
2021-07-21Private Equity
2021-07-21Debt Financing
2015-01-19Debt Financing· $22M
Leadership Team
Remy Diebes
President & CEO
Dilshad Ikramullah, BS, HRM
Human Resources Business Partner
Recent News
2025-08-13
Company data provided by crunchbase