Guardian Connect - Tier 1 Level Tech

Summary/Objective:
The Tier 1 Level Tech will support the Guardian Connect platform by implementing methods and maintaining procedures necessary for the monitoring of alerts on the Guardian Connect Dashboard. This position will communicate alert status both internally and externally and will manage and provide alert repair and support to Guardian’s connected customers.

This position is based in Jacksonville; however, remote arrangements may be considered depending on experience and role requirements. 

Key Results Expected:

• Develop working knowledge of all Guardian Connect systems/processes through internal and external training resources

• Utilize the Guardian Connect dashboard, Great Plains and other systems to effectively monitor and make remote repairs to connected devices

• Work cross functionally with branches/regions/departments and multiple lines of business to deliver value to the company by enhancing our systems and processes

Essential Job Functions: 

• Provide Tier 1 technical support via telephone and email

• Manage all dashboard alerts and tools during normal business hours and during an after-hours on-call rotation

• Manage ticketing and dispatch process – in-footprint and out-of-footprint

• Manage ticketing process through Great Plains system

• Customer communication process development and management for dashboard interruptions & issues

• Provide timely internal and/or external notice when issues arise

• Collaborate with internal/external resources frequently

• Frequent use and knowledge of the Microsoft Office 365 applications, such as Outlook, Excel, Word, and PowerPoint

• Experience working with Robotic Process Automation is desirable, but not required.

Work Environment:

· This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, scanners, filing cabinets and fax machines. This position may require periodic travel and visits to company and vendor office(s).  

Physical Demands: 

• The physical demands described here are the representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  This is largely a sedentary role; however, the employee may occasionally climb, stoop or kneel. The employee may occasionally lift up to 10 pounds and/or move up to 25 pounds. This would require the ability to lift files, open filing cabinets, and bending or standing on a stool as necessary.

Position Type/Expected Hours of Work:

• This is a full-time position, M-F from 8 AM until 5 PM.  There are on-call requirements for nights and weekends as part of a rotation.

Travel: 

• Travel will be limited, although some out-of-the-area and overnight travel should be expected.

Work Authorization/Security Clearance:

• Some government contract work is required, so some special clearances may be required from time-to-time.

EEO Statement

As an Equal Employment Opportunity employer, it is Guardian Fueling Technologies’ policy to provide equal employment opportunity for all applicants and employees. Guardian Fueling Technologies does not unlawfully discriminate on the basis of race, national origin, sex, pregnancy, color, religion, age, physical or mental disability, legally-protected medical condition, veteran status, marital status, sexual orientation, or any other basis protected by state or federal laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

GFT is a Drug-Free Workplace, and we proudly encourage military and veteran candidates to apply.

We offer fantastic benefits that include comprehensive coverage, 401K Match, Paid holidays and Paid vacation.

To ensure every application receives equal attention, all recruiting is managed by our corporate team. Local branches are unable to provide initial application status updates. If your qualifications match our needs, our recruiting team will be happy to reach out to you directly.