Field Technician Support Analyst

As an award-winning “Companies That Care” organization for our commitment to social responsibility, Level 10 focuses on its most valuable assets...our employees. Our idea is simple: to create solutions that allow an easy & enjoyable work life for both our internal & external customers. That’s why we ranked 8% over the National norm in employee satisfaction & engagement.

Headquartered right outside of Chicago, IL in Hoffman Estates, Level 10 procures, deploys and supports IT technologies for major national retailers & restaurants.

We’ve grown our company year-over-year by partnering with great people and remaining committed to creating real, engaging and long-term relationships with them. The environment we work in every day promotes wellness through a strategic focus on financial, physical and emotional health, and is demonstrated through initiatives you won’t see at your average company like:

· 100% employer-paid medical benefits & optional pet insurance.

· 401(k) with company match.

· Mid-day brain-breaks & physical challenges.

· Complimentary gym membership.

· Our Forward10 program that provides paid time-off to volunteer, dollar-for-dollar match to charitable donations and builds STEM labs in underserved communities.

· Partial tuition reimbursement.

· Annual Competitions in ping-pong, air hockey, darts, shuffleboard & foos ball for cash prizes, prime parking spots, and, of course, bragging rights.

· Surprise Gratitude Events, like Parking Lot Putt-Putt, Taco Tuesdays, Food Truck Lunch Hours, and Yogurt Parfait Breakfast Bars.

· Legendary holiday company parties.

Our linear management style & self-accountable culture has built by the owners, who just so happen to be the actual employees.  As a 100% Employee Stock Ownership Plan company, Level 10’s employees are actually employee-owners and share in the capital growth & profits through Company stock so long-term wealth accumulation is possible.  Not every employer challenges you to dream about not working one day…we do.

Want to know more about what makes us unique?  Great!  We’d love to learn what makes you unique too!  Contact us directly at jobs@level10.com and check us out at www.level10.com.

We are currently seeking a Field Technician Support Analyst to join our team. The Field Technician Support Analyst provides basic technical support to our onsite field technicians on repairs and installations of point-of-sale equipment and peripherals. He/she is responsible for successfully troubleshooting or escalating issues identified by the field technicians and is a valuable member of the implementation team. 

Responsibilities:

• Responsible for check in/check out of field technicians
• Provide detailed technical orientation for all field service events 72 hours prior to the event
• Document all onsite activities based on project scope including scheduling, confirmation of time and work performed, delays incurred, open issues and additional expenses
• Proactively provide alerts and escalations to Project Manager regarding technician skill sets, payment inconsistencies and budget issues
• Provide an accurate, detailed assessment of technician upon event completion
• Participate in Technician Review Meetings
• Provide logistical support when required, including package tracking, missing item resolution, site access issues and availability of Customer Technical Support
• Communicate with field technicians and customer stores to ensure equipment has arrived and confirm technician visit
• Responsible for gathering and posting technician deliverables
• Escalate calls to Level II as appropriate
• Position requires rotational On Call weekend support

Associate degree in computer sciences, IT, or related field or equivalent work experience 

• Construction background preferred  
• 2-3 years of technical or customer service support
• Proven success supporting internal and external customers
• Strong attention to detail
• Strong written and verbal communication skills
• Excellent organization and time management skills
• Professional, high-integrity, reliable, organized, driven and results-oriented
• Proficient MS Office skills (Word, Excel, and Outlook)

Values & Expectations

1. Provide Extraordinary Customer Service

2. Commit to One Another

3. Be Resourceful

4. Act as a Trusted Advisor

5. Maintain Product Strength

6. Cultivate Innovation & Creativity

7. Preserve Fiscal Responsibility

8. Promote Wellness

9. Ensure Team Satisfaction

10. Advocate Philanthropic Service

Level10 is an equal opportunity employer that encourages and fosters diversity in the workplace. We offer a career building experience in a fast-paced organization and industry.