Our client procures, deploys and supports IT technologies for major national retailers & restaurants.
We are currently seeking a Field Technician Support Analyst to join the team. The Field Technician Support Analyst provides basic technical support to our onsite field technicians on repairs and installations of point-of-sale equipment and peripherals. He/she is responsible for successfully troubleshooting or escalating issues identified by the field technicians and is a valuable member of the implementation team.
Responsibilities:
- Responsible for check in/check out of field technicians
- Provide detailed technical orientation for all field service events 72 hours prior to the event
- Document all onsite activities based on project scope including scheduling, confirmation of time and work performed, delays incurred, open issues and additional expenses
- Proactively provide alerts and escalations to Project Manager regarding technician skill sets, payment inconsistencies and budget issues
- Provide an accurate, detailed assessment of technician upon event completion
- Participating in Technician Review Meetings
- Provide logistical support when required, including package tracking, missing item resolution, site access issues and availability of Customer Technical Support
- Communicate with field technicians and customer stores to ensure equipment has arrived and confirm technician visit
- Responsible for gathering and posting technician deliverables
- Escalate calls to Level II as appropriate
- Position requires rotational On Call weekend support
Requirements
- Associate degree in computer sciences, IT, or related field or equivalent work experience
- Construction background preferred
- 2-3 years of technical or customer service support
- Proven success supporting internal and external customers
- Strong attention to detail
- Strong written and verbal communication skills
- Excellent organization and time management skills
- Professional, high-integrity, reliable, organized, driven and results-oriented
- Proficient MS Office skills (Word, Excel, and Outlook)
Values & Expectations
- Provide Extraordinary Customer Service
- Commitment to One Another
- Be Resourceful
- Act as a Trusted Advisor
- Maintain Product Strength
- Cultivate Innovation & Creativity
- Preserve Fiscal Responsibility
- Promote Wellness
- Ensure Team Satisfaction
- Advocate Philanthropic Service
Have grown the company year-over-year by partnering with great people and remaining committed to creating real, engaging and long-term relationships with them. The environment we work in every day promotes wellness through a strategic focus on financial, physical and emotional health, and is demonstrated through initiatives you won't see at your average company like:
- 100% employer-paid medical benefits & optional pet insurance.
- 401(k) with company match.
- Mid-day brain-breaks & physical challenges.
- Complimentary gym membership.
- Our Forward10 program that provides paid time-off to volunteer, dollar-for-dollar match to charitable donations and builds STEM labs in underserved communities.
- Partial tuition reimbursement.
- And more!
Our linear management style & self-accountable culture was built by the owners, who just so happen to be the actual employees. As a 100% Employee Stock Ownership Plan company, Level 10's employees are actually employee-owners and share capital growth & profits through Company stock, so long-term wealth accumulation is possible. Not every employer challenges you to dream about not working one day…we do.