Sr. Lab and Field Support Analyst
3 weeks ago
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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