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Level 2 Support Technician (Austin, US)

Flash

FLASH is an innovator in the urban mobility space, helping businesses rethink one of their most valuable assets: the parking garage. Our award-winning cloud-born platform is custom configurable, secure, reliable, and grows alongside you as business or consumer demands evolve.

There’s no single formula for maximizing value: every community has its own unique demands. But with FLASH technology, every parking asset can become a hub for modern mobility. From smarter infrastructure to sophisticated software, our organization is digitally transforming the mobility experience, one hub at a time.

Flash is seeking a Tier 2 Support Technician to 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

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
  • 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 andÔÇ»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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