Job Description

This role is a part of the Verra Command Center team or VCC, which is responsible for remote technical support and oversight of roadside monitoring and enforcement implementations across the United States and parts of Canada. VCC is a 24-hour 7 day a week operation that works to ensure enforcement sites are up, operating, and working for our government clients. We work to provide fast and reliable troubleshooting and monitoring for all devices that fall into our scope.

The Senior Operations Technician is responsible for work in our Regional Operations team in the VCC. This position will work to support our operations
across the United States as well as parts of Canada. The Ops Technician is responsible for remote troubleshooting, site and roadside monitoring and general uptime for devices managed by the VCC. In this role you will be dedicated to keeping our clients roadside network devices online and operating at peak efficiency. For the Senior Operations Technician role, you will have a thorough understanding of Operations and will be specialized in a subset of operations such as one or more product lines, NetOps, or client excellence operations. A senior in the VCC has demonstrated drive to find work, seek out problems and ensure our Ops techs are meeting standards and expectations. A senior stands out as an example of excellence and sets a standard for other technicians to strive for. Seniors will work on difficult and often complex issues, find technical solutions for undefined issues and be a key or lead member of our dynamic response team. The senior’s role and responsibility will be adaptive and will change with the needs of the unit or area they are assigned to.

Essential Responsibilities:

• Willingness to Seek out problems or issues and work to understand and resolve those issues.
• Understanding of Company and unit objectives and strives to help teams meet those objectives
• Ensure compliance with company policies and regulatory requirements.
• Maintain accurate and detailed records of all account documentation.
• Communicate effectively with advisors to resolve any discrepancies or issues.
• Coordinate with the VCC Support teams, including Manager, Supervisors, and technicians in daily activities for remote technical support verifications, downtime reporting, and verification and tracking of remote equipment.
• Maintain VCCs documentation and databases with meticulous dedication to ensure our records are accurate and up to date.
• Ability to work all shifts in a 7x24x365 environment including rotating on call coverage
• Review of existing Red-Light Camera locations, including still images and video (pre and post process) to ensure the equipment is working properly and captured images are of the highest quality
• Ability to work in a fast-paced operational environment.
• Ability to work independently with minimal supervision.
• Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities.
• Ability to learn in an 'on-the-job' training environment.
• Participates in planning, daily stand-ups, backlogs sessions.
• Performs other duties and/or special projects as assigned.
• Identifies areas of opportunity to improve our service offering.
• Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s.
• Ability and willingness to learn new things, particularly new technology.
• Provide expert work order management through driving, following up and closure of assigned trouble tickets.

Qualifications:

• Bachelor’s degree or Associate’s degree in information technology, computer science or closely related field and/or Five (5) years’ experience in Operations, Remote Troubleshooting OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Preferred Agile Scrum Certification which could be Scrum Master, Product Owner or Scrum Fundamentals
• Preferred experience in Scripting or Programming Languages such as PowerShell, Visual Basic, or Python.
• Demonstrated knowledge of Verra Mobility Roadside Products and a thorough understanding of the technical complexity for one or more product lines.
• Demonstrated knowledge of computing and data troubleshooting
• Demonstrated knowledge of network and remote system troubleshooting
• Demonstrated knowledge of data management and information technologies
• Experience in accurately and reliably interpreting data for determining appropriate action.
• Experience in managing multiple priorities.
• Preferred Advanced skill and experience with Microsoft Suite including Word, Excel, PowerPoint and Addition suite applications like Power BI Pro, Viso and Outlook.
• Successful completion of the Nlets fingerprinting background assessment.