Role OverviewThe Technology Support Technician (Tier III) will work from an office within the Baltimore Washington Thurgood Marshall International (BWI) Airport 5 days a week, ensuring all client SLAs are met, and assist with the initial trouble shooting of hardware, software, and third-party vendors.
What You Will Do
Responsibilities include initial handling of tickets with client on site, escalating tickets internally, troubleshooting escalated issues from Tier 1 support, providing support for TRAX's internal systems, and responsible for overall local hardware maintenance and system support.
Why It Might Be a Fit
The successful candidate will be organized and detail-oriented with excellent written and verbal communication skills, and have prior experience in a similar role, as well as in utilizing ZenDesk or similar system.
Requirements
- Technical certification, associate degree, or higher
- 5+ years of experience in a similar field
- Ability to pass a security clearance to work in any area of an airport
- Experience with troubleshooting SaaS Web application
- Proven working experience in working in a similar role for technology companies
- Excellent client-facing and communication skills
- Experience with ZenDesk or similar applications
- Strong experience with SQL
- Thorough understanding of cloud hosted Web solutions, and IOS/Android App deployments
- Experience with API validation with Postman
- Experience in facility management is a plus
- Experience installing and troubleshooting various onsite sensors
- Experience troubleshooting local device issues, such as phones and tablets
- Experience helping users troubleshoot software, hardware, and network issues
Benefits
- Dental insurance
- Vision insurance
- Salary: $100,000.00 - $120,000.00 per year
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