Technical Support Analyst

SUMMARY

The person recruited to this position will provide technical support in a professional and enthusiastic manner.  We are looking for a detail-oriented person with a broad range of technical experiences, a strong work ethic, and the ability to communicate effectively. The ideal candidate will have experience in each of these areas and possess the ability to learn and comprehend quickly. 

The Technical Support Analyst will take support ownership of assigned customer projects and provide technical service guidance to our field technicians. Position requires maintaining accurate notes of all services in the customer portal and providing timely and accurate service updates. Additionally, providing technician training and support service through phone, web meetings, and in-person methods may be required.

This position will be responsible for assisting with documentation of new customer projects. The position will work closely with project managers, clients, field technicians, and technology partners to provide the highest possible level of on-site support services and will be responsible for ensuring technician services are completed successfully at client sites. In addition, this position must have technical, user experience knowledge, and customer service skills to provide remote technical support to ensure the technical aspects are clearly understood and completed successfully.

The position may require up to 5% travel and will require client collaboration. The position will require scheduling flexibility to support projects completed during the day or at night. There will be opportunities to work-from-home, specifically on projects that require night support.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Other duties may be assigned.

• Responsible for supporting field technician services and managing to completion all technician work activities (network cabling, wireless networks, routers, switches, Point-of-Sale registers, Desktops/Laptops, DMARC network/POTS line extensions, phone system installations, etc…). Technician activities across multiple clients and projects will be supported.
• Provide prompt and courteous telephone responses to technician inquiries and issues.  Take responsibility for satisfaction of the technician through ownership of technician issues through resolution.
• Responsible for maintaining proficiency in supporting new and existing products and/or projects. These responsibilities include reading and comprehending manuals, product spec/data sheets, and training materials for new projects and products.
• Responsible for remotely supporting a variety of small to large scale projects and solving complex problems.
• Provide support of detailed installation plans to ensure the services are completed on time and meet client’s expectations.
• Attend recurring status meetings with internal teams and clients; provide input as related to installation support services.
• Work with clients and field technicians, to design, develop and enhance technician service solutions and procedures. Collaborate with team members on project training requirements and opportunities within and across projects.  Provide education and training to technicians that will allow them to successfully complete the on-site services and projects.
• Understand business and technical objectives of assigned projects.
• Travel up to 5% of time to North American client locations and installations as needed
• Must be available to work evenings, overnight, and weekends.
• Interact professionally with fellow employees, clients, and vendors.

REQUIRED QUALIFICATIONS:

• Experience working with a help desk support team.
• Bachelor’s degree or working towards bachelor’s degree – Business, Computer Engineering, Computer Science, or Information Technology emphasis preferred.
• Technical experience in these areas: network cabling installation, network installation and configuration, wireless site surveys, wireless installations and configurations, PC installations and configurations, Point of Sale terminal installation and configuration, Point of Sale terminal software configurations and troubleshooting, and Phone System installations and configurations.
• Willingness and aptitude to learn unfamiliar systems, and to stay informed of new technologies.
• Exceptional service orientation.
• Excellent written and oral communication skills.
• Strong interpersonal skills with the ability to communicate with a variety of audiences.
• Superior interpersonal skills necessary to communicate complex information to various internal and external personnel in a clear, concise and well-organized fashion.
• Effectively communicates relevant project information to superiors.
• Exceptional attention to detail.
• Exceptionally self-motivated and directed.
• Must be comfortable with fast-paced, entrepreneurial corporate culture and the standards and work ethic consistent with that environment.

DESIRED QUALIFICATIONS AND RESPONSIBILITIES:

• Experience in corporate retail environment.
• Possess a strong knowledge of operating procedures and systems and ability to ensure procedures and systems are being followed.
• Successful independent management experience with a proactive approach to identifying opportunities for improvement and implementing successful solutions.
• Ability to set and manage priorities judiciously.
• Vendor relationship experience.
• Experienced field technician with exposure to field services, such as cabling, wireless networks, routers, switches, Point-of-Sale registers, Desktops/Laptops, and phone system installations, etc…