Technical Support Analyst

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Job Description:

This role is responsible for technical support and oversight of roadside monitoring and enforcement implementations across the United States and parts of Canada. We work to provide fast and reliable troubleshooting and monitoring for all devices that fall into our scope.

Position Overview: The Analyst is responsible for work in our Orchestration area and will work to support our operations areas as well as our intake, quality assurance, engineering, and infrastructure areas. The Orchestration acts as intake for request from other departments as well as works on record keeping, data management, certificate and device validation and analytical and trending data review.

Essential Responsibilities:

• Ensure compliance with company policies and regulatory requirements.
• Maintain accurate and detailed records of all account documentation.
• Communicate effectively with advisors to resolve any discrepancies or issues.
• Design and implement technology solutions for tracking and reporting to increase efficiency.
• Coordinate with the Operations teams, including Manager, Supervisors, and technicians in daily activities for remote technical support verifications, downtime reporting, and verification and tracking of remote equipment.
• Maintain documentation and databases with meticulous dedication to ensure our records are accurate and up to date.
• Ability to work in a fast-paced operational environment.
• Ability to work independently with minimal supervision.
• Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities.
• Ability to learn in an 'on-the-job' training environment.
• Participates in planning, daily stand-ups, backlogs sessions.
• Performs other duties and/or special projects as assigned.
• Identifies areas of opportunity to improve our service offering.
• Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI s.
• Ability and willingness to learn new things, particularly new technology.
  
  

IMPACT Technology Recruiting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.