Infrastructure Support Specialist

hace 1 día


Santiago, Metropolitana, Chile Wabtec A tiempo completo
About the Role

We are seeking an experienced Infrastructure Support Specialist to join our team in Jacksonville, Florida.

Job Summary

The successful candidate will be responsible for providing technical support for our Wabtec TCOS products, ensuring customer success through prompt and effective issue resolution.

Key Responsibilities
  • Provide phone, e-service, and onsite IT support services for customers.
  • Manage and deliver solutions for incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Wabtec Operational Level Agreements (OLAs).
  • Perform operational-level product validation and qualification testing for production releases.
  • Work with internal systems, software engineering, product, and program management teams to prioritize tickets for triage, sprint, and release planning.
Requirements
  • 4 years of experience in a phone, e-service, and onsite IT support services environment required.
  • 3 years customer-facing experience required.
  • Strong analytical, troubleshooting problem-solving, and root cause analysis skills.
  • Able and willing to work M-F on-site at our customer location in Jacksonville, Florida.
Preferred Qualifications
  • Strong written and verbal communication skills, with the ability to present to different audiences.
  • Prior rail operating experience.
  • High attention to detail and organization skills.
  • Excellent client relationship management and customer support skills.
  • Self-motivated, quick learner, and results-oriented with a clear focus on quality.
Physical Demands
  • Employee is regularly required to talk and hear.
  • Remaining in a stationary position, often standing or sitting for prolonged periods.
  • Repeating motions that may include the wrists, hands, and/or fingers.

We offer a competitive salary range of $85,000 - $110,000 per year, depending on experience.



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