Operations and Maintenance Support Engineer (L1)
3 days ago
Barcelona
About AMS Abertis Mobility Services, is a global leader in toll-based mobility solutions. With operations in the United States, Netherland, France, UK, Ireland, Puerto Rico, Chile, Canada, and Croacia, we deliver cutting-edge services and technologies for Road Authorities and Highway Concessionaires. Our 700+ employees across 10 countries work together to transform urban and interurban mobility worldwide. JOB PURPOSE The Operations & Maintenance (O&M) Engineer is responsible for providing 24/7 first- and on occasion, second-line operational support for roadside tolling services and associated systems. The role acts as the initial point of technical response for incidents and service requests, delivering first-time-fix where possible, performing structured fault diagnosis, and escalating complex issues in line with agreed SLAs and ITIL-based processes. The position combines remote systems support, operational service management and on some occasions field-based engineering, ensuring the availability, performance, and safety of roadside infrastructure and supporting applications. RESPONSIBILITIES Operational Support & Incident Management • Provide L1/L2 technical support for business-critical roadside tolling services on a 24/7 basis., • Monitor services, systems, and applications, identifying and responding to incidents, alarms, and service degradation., • Perform initial fault diagnosis, triage, categorisation, and prioritisation of incidents., • Resolve known and repeat issues using standard operating procedures (SOPs) and documented runbooks., • Escalate unresolved or complex incidents to L2/L3 support teams with full diagnostic detail and impact assessment., • Maintain timely, accurate ticket updates and ensure incidents and problems are progressed within agreed SLA targets. Roadside Engineering & Infrastructure Support • Investigate and rectify faults on roadside equipment and supporting infrastructure, including:, • ANPR and CCTV cameras, • Laser scanners, • DSRC beacons and RFID antennas, • Network switching and connectivity, • Servers, PCs, laptops, and peripheral equipment, • Install, configure, test and troubleshoot approved hardware, software, and bespoke applications in line with documented procedures., • Support and implement pre-approved changes to software, hardware, and infrastructure under formal change management processes., • Maintain onsite toolkits and manage spares in line with operational and project requirements. Systems, Documentation & Continuous Improvement • Prepare and maintain technical documentation in accordance with company standards and ISO 9001 requirements., • Review and follow approved implementation, deployment, and circuit designs., • Contribute to knowledge bases, SOPs, and service improvement initiatives., • Maintain awareness of relevant roadside and tolling technologies and identify opportunities for operational improvement. Health, Safety & Compliance • Comply with all workplace method statements, risk assessments, and health and safety requirements, including electrical safety., • Ensure all site activities are carried out safely and that visitors are appropriately briefed., • Operate in accordance with company policies, regulatory requirements, and customer operational constraints. REQUIREMENTS Technical Skills • Basic administration and troubleshooting of Windows Server environments (2012–2022)., • Exposure to Linux server environments., • Understanding of network fundamentals, including LANs, VLANs, IP connectivity, and fault diagnosis., • Experience using monitoring and ticketing systems (e.g. SolarWinds, JIRA and other ITSM tools)., • Basic Active Directory administration and scripting exposure (e.g. PowerShell)., • Basic SQL and or Postgres administration., • Knowledge of installation and maintenance of roadside and field-based systems. Service & Professional Skills • Strong analytical and structured problem-solving skills., • Excellent customer service and stakeholder communication abilities., • Ability to work under pressure while maintaining attention to detail., • Strong written documentation and reporting skills., • Ability to prioritise workload effectively in a dynamic, operational environment., • Methodical, disciplined approach to technical work., • Flexible team player capable of working within mobile technical teams and with third-party suppliers. Process & Governance • Working knowledge of ITIL-based incident, problem, and change management., • Basic understanding of security standards and best practices. Nice to Have • Experience within the tolling, transport, or roadside infrastructure sector., • Use of Visio, MS Project, and ITSM platforms., • Experience producing technical documentation for non-technical audiences.
