Sr. Lab and Field Support Analyst

3 weeks ago


Chicago, United States True Group, Inc. Full time

Location: Chicago


True Group is looking for a Sr. Lab and Field Support Analyst position based out of Chicago.


Responsibilities:


  • Install software and hardware in client-facing locations.
  • Create and/or review manuals, how-to procedures, and related user documentation; ensure documentation is targeted to the appropriate audience.
  • Respond to customer calls in accordance with an established Service Level Agreement (SLA).
  • Troubleshoot, diagnose, and repair unit at the customer site.
  • Identify, analyze, and repair product failures.
  • Provide on-call emergency service when needed.
  • Provide general customer service on the phone and in person.
  • Maintain communication with the customer until the incident is satisfactorily remedied.
  • Contact customer within one hour of receipt of the service call.
  • Maintain records of service calls.
  • Ability to build a lab (new, and or reimage).
  • Make config changes to labs for QA testing.
  • Review logs and configs the QA team raised before sending to development team.
  • Ensure QA labs are in proper working state for testing.
  • Swap out end-of-life hardware in QA labs to maintain relevance.
  • Support global technology production client-facing locations: provide on-call support; assist in the deployment of core software updates; provide onsite support the day after a software update to ensure all goes well; support global technology POC initiatives in targeted client-facing locations.
  • Support global initiatives in client-facing locations.


Qualifications:


  • Bachelor’s Degree in Business, Computer Science, or related field and/or relevant work experience
  • QSR technology installation/support experience preferred
  • QSR Ops exposure preferred
  • 5+ years of IT experience
  • Exceptional analytical and conceptual thinking skills
  • Excellent written and verbal communication skills with experience creating detailed reports


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