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Field Tech Analyst

Milwaukee, WI
Job Title : Field Tech Analyst
Location: Milwaukee, WI​.

Primary Responsibilities will include:
- Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.
- Assists customers by diagnosing problems and providing resolutions for technical and service issues.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Focuses on delivering a positive customer experience according to Client standards.
- Monitors and tracks issues to ensure accurate resolution.
- Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. They will own the issue and engage/collaborate with multiple resources.
- Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.
- Provides leadership and mentors team members to transfer skills as well as technicians in other support areas.
- Works closely with manager to communicate any employee issues, and have the manager deal with them directly.
- May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.
- Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.
- 3-5 years of relevant experience or equivalent combination of education and work experience
- Experience supporting VIP staff including Directors and C Level Executives
- Experience supporting or working "Genius" bars or Tech Counters
- Team Leadership - Strong ability to develop business relationships and communicate effectively with the user community
- Strong troubleshooting skills
- A+ Certification Preferred
- Good understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment
- Applies good knowledge of processes and resources required to perform analytical and technical tasks on PC systems Preferences:
- MCP, MCSE, CNE or Network+ certification
- Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems (Service Now, Remedy, Magic, etc.)
- Asset Management / Device Lifecycle Management
- ITIL v3 Foundations Certification

Central Business Solutions, Inc,
37600 Central Ct.
Suite #214
Newark, CA 94560.
Central Business Solutions, Inc(A Certified Minority Owned Organization)
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Central Business Solutions, Inc
37600 Central Court Suite 214 Newark CA, 94560
Phone: (510)-713-9900, 510-573-5500 Fax: (510)-740-3677
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