Technology Support Technician

Full Time Linthicum, Maryland

Company Description:

TRAX Analytics, LLC. is a fast-paced, highly collaborative technology firm that provides software and technology to manage janitorial operations nationwide. Our mission is to be “fast, flexible, and powered by innovation. We transform data into actionable insights, empowering cleaning teams to work smarter, move faster, and redefine what’s possible in janitorial management.”

TRAX Analytics is based out of Alpharetta, GA, but consists of a hybrid workforce. Our client base ranges from airports, airlines, stadiums/arenas, Class A buildings, healthcare, universities, and facility management companies. TRAX’s solutions have been featured in the Wall Street Journal, New York Times, and named USA Today’s Top Airport Amenity. In 2024, TRAX was named one of TAG’s most innovative companies in Georgia. www.TRAXInsights.com

TRAX is seeking a Technology Support Technician (Tier III) with 5+ years of experience to help TRAX Technical Support in Baltimore, Maryland. This position will require working from an office within the Baltimore Washington Thurgood Marshall International (BWI) Airport 5 days a week. Days of support coverage will be Monday through Friday, less company and federally observed holidays.

The successful candidate will be organized and detail-oriented with excellent written and verbal communication skills. We are looking for an individual with experience working as a Tier 3 technical support technician, as well as experience troubleshooting technology help desk tickets.

This position will be responsible for ensuring all client SLAs are met, assist with the initial trouble shooting of hardware, software, and third-party vendors, and internal systems. Candidates should have prior experience in a similar role, as well as in utilizing ZenDesk or similar system.

Responsibilities Include: Initial handling of tickets with client on site, upscale tickets internally.

Troubleshoot escalated issues from Tier 1 support.

Provide support for TRAX’s internal systems such as External API, various external based system.

Responsible for overall local hardware maintenance and system support

Responsible for necessary escalation of service issues

Dedicated to servicing the customer’s IoT equipment and will provide corrective maintenance and preventative maintenance

Provides reports of any corrective or preventative maintenance actions to TRAX Customer Care Team and client points of contact

Trained in applications usage, which allows providing assistance to end users and

suggesting when additional training is required

Responsible for updating spare inventory records daily to reflect current status and to notify both TRAX and Client when low

Responsible for following appropriate processes and procedures as directed by Client Site Management

Responsible for problem reporting and coordination with any night repair technicians who will repair covered equipment located in public areas of the airport.

Will not maintain or troubleshoot any hardware or materials outside of the approved project scope

Own support channels, such as Zendesk, phone, email, ensuring appropriate prioritization and routing of tickets. Assume ownership until resolution.

Understand and oversee client support SLAs to ensure compliance.

Work with the TRAX leadership team in implementing best practices and software for Support.

Understand TRAX’s business, domain, and technology landscape. Take the initiative in understanding new product releases and how it can apply to existing clients.

Build relationships with key client stakeholders.

Oversee/utilize third-party vendor support applications for hardware, as well utilizing the TRAX native system health modules to ensure software/hardware uptime.

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 is a high priority.

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

Compensation: $100,000.00 - $120,000.00 per year

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