Tech Analyst II

  • Create and maintain high quality technical documentation including field installation manuals, technical project orientations, field checklists and site survey forms
  • Participate in field installations for Proofs of Concepts and Project Pilots
  • Act as a Subject Matter Expert for specific projects and for internal non-technical staff (i.e. PMO, sales)
  • Provide alerts and escalations to Project Manager regarding technician skill sets, site construction issues, field work delays and scope variances
  • Engage in project meetings with the PMO, sales team and customer
  • Create and maintain internal Knowledge Base Articles
  • Address technician escalations from Technical Analyst I team, customer and PMO
  • Assist the PMO team with scope of work creation, project kickoff, equipment ordering and technical expertise
  • Participate in an on-call rotation within the Field Services team which requires handling business- critical dispatches, addressing field technician issues and work order closure
  • Assist the Resource Management team with decision making regarding field resources and scheduling
  • Backup and assist the Technical Analyst I team which includes (but is not limited to) performing technical orientations, work order closure, technician confirmations, answering queue calls and providing status on work orders in progress



Requirements

  • Bachelor's degree or equivalent combination of education and professional experience preferred
  • 2-3 years of technical customer support in a call center environment
  • IT Field Technician experience preferred
  • Knowledge/installation of structured cabling, point of sale equipment, wireless access points, router/switches/firewalls, PC's/Servers and network printers
  • Knowledge of digital phone systems, music players, amplifiers and speaker is preferred
  • Knowledge of T1 and DSL/broadbrand WAN technologies
  • Ability to read and mark up floor plans based on customer specifications
  • Proven success supporting internal and external customers
  • Excellent attention to detail, organization and time management skills
  • Strong writing and communication skills
  • Demonstrates professionalism, integrity, and is results-oriented
  • Proficient MS Office skills (Word, Excel, and Outlook)
  • Must read, write and speak English



Meet Some of Level 10's Employees

Keith F.

Help Desk Analyst

Keith assists customers calling the Help Desk for help with their POS system, and he utilizes his own training, as well as the significant knowledge base of other analysts.

John P.

President

John manages Level 10’s sales and interacts with customers nationwide to help deploy and support in-store technology while also overseeing the company’s general operations and overall strategy as President.


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