Sr. Lab and Field Support Analyst

Location: Chicago

True 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 and/or 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 and/or relevant work experience
• QSR technology installation/support experience preferred
• QSR Ops exposure preferred
• 5+ years of IT experience
• Exceptional analytical and conceptual thinking skills
• Excellent written and verbal communication skills with experience creating detailed reports