What are the responsibilities and job description for the Technical Support Analyst position at Wi-Tronix?
Job Details
Job Location
Bolingbrook, IL
Description
PURPOSE OF THE POSITION
To provide best-in-class hardware and software technical support to our customers.
Troubleshooting (50%)
Fielding and resolving customer and internal cases through email, phone and live chat. Could include field work at customer locations.
System troubleshooting, handling system outage events, maintaining updates to internal stakeholders and customers as required.
Meeting or exceeding documented SLA response expectations.
Alert Monitoring and Escalations (30%)
Proactive system troubleshooting through monitoring system alerts.
Scoping an issue including articulation of possible impact and resolve if possible.
Leveraging senior technical support team members on complex system issues prior to escalating to the development team.
Administration (10%)
Documenting all cases clearly and timely.
Performing data entry tasks as needed.
Leverage existing toolset and training resources to continue to grow depth of technical knowledge and communication skills.
Qualifications
REQUIREMENTS
3 years' work experience in a help desk / IT service field
Proficient with computers, electronic systems, and relational databases
Strong communication skills (via phone, chat, email and in-person). Able to create clear and concise documentation
Experience with ticketing support system(s) such as SalesForce, ZenDesk, Microsoft Dynamics
Experience with using relational databases
Availability for occasional travel; ability to read schematics and other technical documents
Availability to work various shifts to support a 24X7 Support Environment
6 days on, 4 days off schedule
3 shifts - 1st shift is in our Bolingbrook office. 2nd and 3rd shift can be done remotely.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Ability to read system diagrams
Ability to sit for long periods of time
Ability to lift 30 lbs unassisted
Ability to use fine motor controls including pinching and twisting
The anticipated salary range for this position is $55,000 - $75,000 annually. Final compensation will be based on experience, qualifications, and location.
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