TransCore, LP
Lane Technician Analyst (Personal Services)
TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking full-time Lane Technician Analysts to join our team in New York, New York.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Coordinates technical support regarding our products to our customers experiencing usage or performance-based issues through Technician Supervisors
• Performs preventive and corrective maintenance of equipment to include PC based computers, video surveillance equipment, network communications equipment, and/or radio equipment.
• Performs system sweeps and quality audits throughout shift to confirm system accuracy
• Respond to email and phone communication (both internal and external) promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.
• Completes reports, logs and performs shift-to-shift communications in accordance with established policies, procedures and local practices. All information must be detailed within work orders.
• Responds to corrective maintenance requests or alarms within an acceptable time frame.
• Diagnoses and repairs hardware, software, and system issues
• Using available tools, ascertain the root causes to identified issues. Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or next tier level support staff.
• Log and track calls and maintain history records and related problem documentation. Attention to detail both in communications and monitoring requirements for production systems.
• Maintain an exceptional level of service and adhere to contractual customer performance requirement. Collaborate with development, deployment, and other support teams to insure proper issue resolution and customer service.
• As required and instructed by management, identify trends, causes and effects, etc. and recommend enhancements to better or outperform Key Performance Indicators (KPI).
• As required and instructed by management, assess internal reports to spot system shortcomings and/or recommend system maintenance to mitigate performance degradation.
• Identify problems to efficiently mitigate system downtime.
• Perform data analytic for all facilities in real time, quickly and accurately identify issues, issue timely alerts to key personnel, and follow through to ensure the issues are properly resolved and documented.
• Maintain an exceptional level of service and adhere to required customer performance requirements to keep the department contractually compliant.
Required Skills & Experience:
Shift Schedule:
Education Desired: