Experienced System Support Technician - 3rd Shift Remote Opportunity with TravelCenters of America

Join the bp Family: Accelerate Your Career as a System Support Technician

TravelCenters of America, now part of the bp family, is revolutionizing the travel center industry with cutting-edge technology, innovative alternative energy, and sustainability initiatives. We're seeking a highly skilled System Support Technician to join our team on the 3rd shift, working in a flexible, hybrid remote arrangement. As a System Support Technician, you'll be the single point of contact for resolving technical incidents, providing top-notch customer service, and driving success in our organization.

About TravelCenters of America and the bp Family

For 50 years, TravelCenters of America has been the go-to destination for professional truck drivers and motorists, offering fuel, food, truck maintenance, and essential services. As part of the bp family, we're committed to growing our network of travel centers, implementing innovative technologies, and embarking on sustainability initiatives. Our corporate headquarters in Westlake, Ohio, is the hub for our operations, and we're dedicated to providing a work environment that fosters career growth, creativity, and innovation.

Job Summary

As a System Support Technician, you'll be responsible for providing technical assistance and support for a wide range of user issues, including software problems, hardware failures, and network issues. You'll be the primary point of contact for end-users, resolving incidents efficiently and effectively, and escalating complex issues when necessary.

Key Responsibilities

• Respond to end-users quickly and accurately, delivering quality customer service and resolving technical incidents or inquiries in a timely manner.
• Identify and troubleshoot user incidents, applying technical expertise to resolve issues on initial contact or escalating non-resolvable incidents accordingly.
• Provide technical support in the resolution of customer incidents and inquiries, ensuring a pleasant, professional, and timely experience.
• Record all activities related to customer calls and attempts to resolve incidents or satisfy requests using available support tools and technologies.
• Coordinate repair efforts with hardware vendors when applicable, verifying end-users through proper channels to eliminate risk to the corporation.
• Navigate multiple applications simultaneously, connecting remotely to gather information and resolve issues.
• Regularly follow up on aging tickets assigned, demonstrating flexibility in work schedule to provide coverage when needed.

Essential Qualifications

To succeed as a System Support Technician, you'll need:

• An Associate degree in a technical discipline or 2-4 years of equivalent technical work experience.
• Strong customer service skills, with a practical and data-driven approach to problem-solving.
• Self-motivation and superior technical ability, with working knowledge of MS Office and Office 365, Active Directory, Remote Connection software (such as Bomgar and Cisco VPN).
• The ability to prioritize and manage multiple responsibilities that are time-sensitive.

Preferred Qualifications

While not required, the following qualifications will give you a competitive edge:

• Experience with IT service management tools and technologies.
• Knowledge of network protocols and architectures.
• Familiarity with scripting languages and automation tools.

Skills and Competencies

To excel in this role, you'll need:

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• The ability to work independently and as part of a team.
• Flexibility and adaptability in a fast-paced environment.
• A customer-centric approach, with a focus on delivering exceptional service.

Career Growth Opportunities and Learning Benefits

At TravelCenters of America, we're committed to helping you grow your career and develop new skills. As a System Support Technician, you'll have access to:

• Company-paid training and professional development opportunities.
• A culture that encourages innovation and creativity.
• A collaborative work environment that fosters knowledge-sharing and teamwork.

Work Environment and Company Culture

We pride ourselves on a culture that values diversity, equity, and inclusion. As a remote worker on the 3rd shift, you'll enjoy:

• A flexible, hybrid remote work arrangement that allows for work-life balance.
• A dynamic and supportive team environment.
• Opportunities to connect with colleagues and leaders across the organization.

Compensation, Perks, and Benefits

We offer a comprehensive benefits package, including:

• Competitive wages and annual bonus opportunity.
• Medical, dental, vision, and life insurance.
• 401(k) with company match.
• Paid vacation and holidays.
• Tuition reimbursement.
• A wide variety of discounts on technology, travel, food, and fuel.

Why Join Us?

At TravelCenters of America, we're passionate about creating a work environment that's inclusive, innovative, and supportive. As a System Support Technician, you'll be part of a dynamic team that's shaping the future of the travel center industry. We're committed to helping you grow your career, develop new skills, and achieve your goals.

Don't Hesitate, Apply!

We value a great attitude and a willingness to learn above all. If you're passionate about delivering exceptional customer service, resolving technical issues, and driving success in a fast-paced environment, we encourage you to apply today!

Pay Range: $18.00 - $24.00 per hour

Equal Opportunity Employer: TravelCenters of America is proud to be an equal opportunity workplace, committed to equal employment opportunity regardless of race, color, religion, creed, national or ethnic origin, age, marital status, familial status, ancestry, sex, gender, pregnancy, gender identity or expression, sexual orientation, mental or physical disability, handicap, military service or Veteran status, genetic information, or membership in any other category protected by applicable federal, state, or local law.