Northern Indiana Commuter Transportation PTC Technical Support Administrator in Michigan City, Indiana

NICTD intends to hire a Positive Train Control (PTC) Technical Support Administrator to implement PTC technical support. This person will play a key role in the establishment and maintenance of a functional PTC System. This person will also assist in the development and training of other PTC Technical Support Administrators who will provide 365/7/24 implementation and troubleshooting services for the PTC System. Follow-up assignments will include on-going oversight of the PTC System, including periodic updates, network monitoring, system troubleshooting, and related diagnostics.A PTC Technical Support Administrator must have excellent technical knowledge and be able to communicate effectively about problems and solutions. They must also be customer-focused and patient with difficult customers.Description of Duties:Overall pro-active responsibility for the timely and successful implementation of the technical support functions of the PTC System.Must have calm temperament and patient attitude at all times when working with customers and stakeholders of the PTC System.Serves as the first point of contact for customer technical assistance.Performs remote troubleshooting through diagnostic techniques and pertinent questions to customers.Research, diagnose, troubleshoot, and identify solutions to system issues.Follows standard procedures for timely and proper escalation of unresolved issues to the appropriate internal teams.Direct unresolved issues to the next level of support personnel.Provide accurate information on PTC products or services.Pass on feedback or support issues to the appropriate internal team; identify and suggest possible improvements on procedures.Use remote desktop connections to provide immediate support. Diagnose and troubleshoot technical issues, including account login and network configuration.Timely track computer system issues through to resolution.Talk clients through a series of actions, either via radio, phone or email, when necessary to resolve technical issues.Develop accurate solutions through reference to internal database or external resources.Properly record events, problems, and solutions in the PTC database and logs.Prioritize and manage several open issues at one time.Follow up with clients to ensure their PTC systems are fully functional after troubleshooting.Maintain professional relationships with customers and other stakeholders.Prepare accurate and timely reports.During construction of PTC System, this person will assist with the document of technical knowledge in the form of notes and manuals. Works closely with the PTC System stakeholders from the Operations, Transportation, Mechanical and Engineering Departments.Supports diversity and equal opportunity initiatives.Performs other duties as assigned.Position Requirements: The following skills will be considered in the selection of candidates for interviews:NICTD solicits applications from all employees who have electrical, computer, and customer service experience with preference for persons experienced in troubleshooting computer and electrical system components and systems. If you are not sure that you have the requisite qualifications, please apply and allow the Hiring Committee to evaluate whether your skills are sufficiently aligned for your potential success in this opportunity. Working knowledge, study, or internships relating to railroad signal and communication systems and computer systems with or without supervisory experience. Demonstrated in-field leadership in troubleshooting and assisting others with system maintenance or project management is preferred.Genuine interest in electrical issues as shown through internships, volunteer projects, or other work or non-work activities is preferred. Experience in the development and implementation of industrial training programs is preferred.Able to multi-task among competing and changing priorities while maintaining a pleasant disposition. Superior communication and listening skill