Operations Technician I

Operations Technician I - Verra Mobility

Verra Mobility is seeking a motivated and detail-oriented Operations Technician I to join our Verra Command Center (VCC) team. This is an onsite, permanent, junior-level position responsible for providing remote technical support and oversight for roadside monitoring and enforcement systems across the United States and Canada. The VCC operates 24/7 to ensure the optimal performance and uptime of enforcement sites for our government clients.

About the Role

As an Operations Technician, you will be a key member of our Regional Operations team within the VCC. Your primary focus will be on ensuring the continuous operation and efficiency of our roadside network devices. This role involves proactive monitoring, rapid troubleshooting, and meticulous record-keeping to maintain the highest level of service for our clients.

Key Responsibilities

• Provide remote technical support and troubleshooting for roadside monitoring and enforcement systems.
• Monitor the status and uptime of devices managed by the VCC.
• Ensure compliance with company policies and regulatory requirements.
• Maintain accurate and detailed records of account documentation and VCC databases.
• Coordinate with VCC Support teams, including managers, supervisors, and other technicians, on daily activities, downtime reporting, and equipment tracking.
• Review still images and video footage from Red-Light Camera locations to verify proper equipment function and image quality.
• Manage multiple tasks efficiently, including ticket administration, communications, and follow-up activities.
• Identify opportunities for service improvement.
• Adhere to customer-specific procedures, Service Level Agreements (SLAs), and team Key Performance Indicators (KPIs).
• Manage work orders, including driving, following up on, and closing assigned trouble tickets.
• Participate in planning sessions, daily stand-ups, and backlog grooming.
• Perform other duties and special projects as assigned.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, OR a minimum of two (2) years of experience in Operations or Remote Troubleshooting.
• 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 interpreting data to determine appropriate actions.
• Experience managing multiple priorities.
• Ability to work in a fast-paced operational environment.
• Ability to work independently with minimal supervision.
• Ability to learn new technologies and processes through on-the-job training.
• Willingness and ability to work all shifts in a 24/7/365 environment, including rotating on-call coverage.
• Successful completion of the Nlets fingerprinting background assessment.

Preferred Qualifications

• Experience in scripting or programming languages such as PowerShell, Visual Basic, or Python.
• Agile Scrum Certification (Scrum Master, Product Owner, or Scrum Fundamentals).
• Advanced skills with Microsoft Suite (Word, Excel, PowerPoint) and applications like Power BI Pro, Visio, and Outlook.

What We Offer

• The opportunity to be part of a critical 24/7 operation ensuring public safety.
• A role that offers continuous learning and development in a dynamic tech environment.
• A collaborative team atmosphere aligned with Verra Mobility's core values: Own It, Do What’s Right, Choose Courage Over Comfort, and Win Together.