Job Details

Email to Friend Save Back

Technical Support Representative- Level 2

MINNETONKA-55343, MN, US
03/07/2019

-

Required Skills

Scripting, HTML

Company

Infinity Consulting Solutions, Inc

Experience

1 to 3 Year(s)

Job Description

Technical Service Representative – Level 2

6-12 month contract

Minnetonka, MN

In this role you will be responsible for providing in depth troubleshooting and research regarding hardware and software solutions for customers.

The level 1 team takes the initial call and then escalates to this level to team.

You then will be making outbound calls once you have found the solution.

Primary Responsibilities:

Identify, troubleshoot, document, resolve/escalate uncommon hardware and software issues related to the ELD (Electronic Logging Device) migration.

Clearly, concisely, and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences

Collaborate with customers / internal teams for ongoing research projects

Prioritize inbound escalations based on severity and customer impact

Ensure SLAs / KPI's are on track

Work with senior team members to ensure team visibility to ongoing issues

Make recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities

Collaborate on documentation creation needed for internal cross functional teams

Required Skills:

Bachelor's Degree or equivalent experience in a technology related field

1 year of experience working in software and hardware troubleshooting or development capacity

Experience with troubleshooting by leveraging server and device logging

Experience developing reports to analyze data trends and proposing meaningful conclusions

Demonstrated success with root cause analysis

Experience in multiple operating systems, such as Windows, Linux, Android, iOS

Experience troubleshooting mobile or wireless Communications

Experience with the SDLC

Experience using and troubleshooting SQL, XML, HTML, Scripting