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Technical Support Specialist

4 weeks ago

Council Bluffs, Iowa, United States US Tech Solutions Full time
Job Title: Technical Support Customer Analyst

Duration: 3 Months Contract

Job Summary:

We are seeking a dedicated Technical Support Customer Analyst to provide exceptional technical support to customers, resolve issues, and ensure a positive customer experience.

Key Responsibilities:

  • Manage/triage a ticket queue of quality issues identified in a data center environment.
  • Perform first-level investigation and triage of tickets to ensure proper information is submitted, categorize the issue for trend analysis, and handoff to the correct partner team for resolution.
  • Complete first-level root cause analysis of data center issues and provide recommendations or proposed resolutions based on the investigation.
  • Review fleet data to identify issues associated with deployment/production and create bugs to hand off to the correct partner teams for resolution.
  • Gather and analyze manufacturing/field data within the data center environment to extract actionable insights and continuous improvement opportunities.
  • Monitor, review, and present product performance data and metrics to stakeholders in a concise and clear way that enables data-driven decision making.
  • Review, edit, improve, and create technical documentation based on data, investigations, technician feedback, and quality fundamentals.

Requirements:

  • 5+ years of experience working in computing hardware quality, product engineering, test engineering, or electronic hardware systems issue resolution.
  • Experience in data analysis and visualization using SQL, JMP, or Python.
  • People skills to work with and influence others.
  • Background in troubleshooting/repair of server/storage and networking products.
  • Experience working in a hardware development (R&D) lab environment.
  • Experience working in a data center environment.

Skills:

  • Technical Support
  • Data Analysis
  • Root cause Analysis
  • Data Center
  • SQL/Python

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.