Field Technician Support Analyst

1 month ago


hoffman estates, United States The Breakaway Group Full time

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.



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