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Level 2 Support Technician (Austin, US)

FlashParking

Job Summary

FlashParking is a rapidly expanding innovative technology bringing the parking industry into the 21st century with cloud-based, open-API software and best-in-class security standards. We know that parking today is not just about getting cars into to the right spots: it’s about the newest modes of “transportation”; it’s about autonomous vehicles and electric cars; it’s about paying for parking from your smart device at the touch of a finger. That's why we are turning yesterday’s parking garages into today’s modern hubs of mobility.

Our innovative attitude and dedication to both team and customer success have taken us from a humble founding in 2011 to a massive private equity funding in early 2020.   We feel honored and lucky to call Austin home. Through all this, we are excited to meet and hire talent who want to join us on this ride – come learn more about us at FlashParking.com.

The Tier 2 Support Technician will be responsible for configuring, maintaining, repairing, and supporting tablets and small form factor PCs, as well as supporting and monitoring a managed network. The position will be supporting products remotely with our clients.

Responsibilities:

  • Configure and install hardware, software and drivers
  • Maintain and repair technological equipment (e.g. tablet or small form factor PCs) or peripheral devices
  • Monitor LAN/WAN and other networks for connectivity, managing components (managed gateways, cellular modems, switches, routers, etc.)
  • Perform software upgrades as requested, managing both business standard and proprietary software
  • Address/resolve basic and complex incidents and requests; enter quality information into tickets and appropriately capture data; Complete follow-up and follow-through on all tickets
  • Manages all “Tier 2” escalation incidents and requests to ensure that work is completed to the customers’ satisfaction
  • Contributes to ensuring client self-help knowledge; documenting typical requests and incidents, resolutions, and work-around procedures
  • Identifies, evaluates, promotes, and implements customer support best practices
  • Mentors, supports, and cross-trains other service desk analysts
  • Uses creativity and innovation to automate and streamline processes and procedures

Qualifications

Education

  • High School Diploma or Equivalent

Preferred

  • Relevant certifications (e.g. CompTIA A+) will be an advantage

Experience

  • Experience with troubleshooting methodologies and quality testing
  • Up to 3 years technical customer support
  • Prior help desk experience

Knowledge, Skills and Abilities

  • Thorough knowledge of Windows PC environments and associated components
  • Working knowledge of LAN/WAN networks
  • Effective communicator
  • Comfortable with working autonomously and self-motivating
  • Ability to work diligently and utilize problem-solving to fix issues and ensure functionality.
  • Must have familiarity with Windows devices and hardware
  • Ability to read, write, speak and understand the English language in a business environment.
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