Operations Support Specialist

About the Role

The Operations Support Specialist at Stelvio Inc. is responsible for providing technical and operational assistance for tolling technologies, lane controller systems, and intelligent transportation systems nationwide. Collaborating with field technicians, system administrators, IT teams, and customers, this role ensures system availability and delivers a reliable customer support experience. Key duties include monitoring, incident management, troubleshooting, and aiding in new system rollouts, requiring participation in a continuous 24/7/365 support rotation.

Key Responsibilities

• Deliver first-line technical support to both internal and external clients.
• Handle customer communications and incident requests across multiple channels promptly.
• Manage incidents and service-level agreements using ServiceNow platform effectively.
• Prioritize and triage issues based on severity and customer impact.
• Notify relevant stakeholders regarding incident statuses, outages, and resolutions.
• Use established procedures and knowledge bases to diagnose hardware, software, and system problems.
• Resolve technical issues independently or escalate as appropriate.
• Verify issue resolution through customer confirmation, endpoint checks, and automated monitoring.
• Keep a vigilant eye on hardware, software, and operations dashboards to maintain uptime and performance.
• Provide support for Linux-based lane controller systems and ensure smooth data flow between lane controllers, accounting, and violation enforcement systems.
• Assist with installation, testing, and validation of new hardware and software components.
• Support IT and operational teams during incidents and planned maintenance.
• Document and record troubleshooting activities, incidents, and resolutions in the work management system.
• Generate service-level and operational performance reports as needed.
• Create and update support documentation and knowledge base articles.
• Suggest enhancements to operational protocols, procedural documentation, and support workflows.
• Provide guidance and training to newer team members.
• Share knowledge and best practices within the team.
• Participate in scheduled weekend, holiday, and emergency support as part of the operational rotation.
• Perform additional operational duties as business needs evolve.

Qualifications and Skills

• Completion of high school diploma or equivalent education.
• Strong analytical skills and a methodical troubleshooting approach.
• Proficient in diagnosing and resolving hardware and software issues.
• Experience using service desk or help desk tools, specifically ServiceNow.
• Familiarity with system-monitoring utilities and operational dashboards.
• Excellent verbal and written communication capabilities.
• Strong customer service orientation and interpersonal skills.
• Able to work well independently and within team settings.
• Effective at organizing tasks and multitasking under pressure.
• Logical problem-solving skills employing both inductive and deductive reasoning.
• Calm and effective prioritization during critical incident scenarios.
• Willingness to engage in a continuous support rotation including nights, weekends, and holidays.

Preferred Experience and Education

• Post-secondary certificate, diploma, or degree in technology, electronics, IT, or related fields.
• Minimum two years in customer service, technical support, operations support, or IT-related roles.
• Knowledge of Linux operating systems.
• Experience with Windows server installation and configuration.
• Ability to write and maintain knowledge-base articles and technical documentation.
• Understanding of tolling systems or intelligent transportation technologies.