Operations and Maintenance Support Engineer (L1) - with French
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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.
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.