Sr. Lab and Field Support Analyst

Location: ChicagoTrue 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 andor 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 andor relevant work experienceQSR technology installationsupport experience preferredQSR Ops exposure preferred5+ years of IT experienceExceptional analytical and conceptual thinking skillsExcellent written and verbal communication skills with experience creating detailed reports

Created: 2024-10-19