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Technical Support Analyst job in Chicago

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Job Ref:  1618943
Employer:  Tyco
Country:  United States
County/State:  Illinois
City:  Chicago
25/10/2016 22:12
Who We Are:
ShopperTrak is on a mission: we are revolutionizing the brick and mortar retail world with innovative products that fuel their success. Our path forward includes active exploration of IoT, Computer Vision, Machine (Deep) Learning and other technologies. We believe this is a thrilling journey and providing clarity on our future and empowering people to do their best work is the key to our success. We are inspired by people who are passionate, curious and want to push the envelope on innovation. Around here, our motto is “build great stuff” that helps solve problems for our customers and great things will follow.

Who You Are:
You are someone who takes pride in your work, seeks order in chaos, and wants the opportunity to work with your like-minded individuals. You are a leader, not a follower, with an innovative spirit who wants to collaborate with a team of brilliant minds in our quest to build brilliant products.

What You’ll Do:
The Technical Support Analyst will act as 3rd level technical support liaison between ShopperTrak external and internal customers, vendors, and the Technology department. The individual will serve as an escalation point between internal departments and technology and assist in application implementation, support, monitoring, change-management, and training. The position entails investigating and identifying the root cause of moderately complex customer, network, application, and server issues. Responsibilities include:
1. Reviewing Remedy and JIRA tickets created and ensure issues are properly addressed. Monitoring and reporting status of tickets to respective internal/external customers and interested parties
2. Analyzing, investigating, and identifying root cause of complex customer issues, and communicate findings to appropriate group for resolution. Resolving issues that do not require escalation
3. Strictly following ShopperTrak’s change control process
4. 24/7 on call duty in case of emergencies, based on rotating shifts
5. Responding to alerts promptly and escalate issues when necessary
6. Working off-hours periodically to accommodate maintenance/downtime windows
7. Creating and updating How-To documents and procedures for troubleshooting and system management
8. Being responsible for all internal/external facing extract distribution and maintenance
9. Providing low-to-moderate level internal and/or customer network support
10. Participating in Research and Development activity as needed to progress ShopperTrak’s new or improved products, processes, or formulas
11. Performing miscellaneous job-related duties and projects as assigned


What You Need:
• Bachelor’s degree or relevant job experience in related field required
• 2-5 years of Network/Systems Administration or Help Desk work experience.
• Must be familiar with advanced computer concepts
• Must have experience with:
o Network services such as DHCP, DNS, WINS, NTP, SNMP, Telnet, SSH, HTTP, and FTP
o Troubleshooting network connectivity issues
o VLANs, routing and NAT
o LAN Wiring
o Automatic Job Scheduling software
o Application-related Monitoring software o MS Windows NT 4.0/2000/XP/2003/7/8/2012
o Various Linux platforms
o MS Office
o SAN concepts
o Production code deployment
o Information security concepts
o Incident Response
o Ticketing systems (Remedy / Jira a plus) • Ability to solve complex problems quickly and completely
• Good written and verbal communication skills
• Excellent customer service skills to interface with both internal and external customers on a daily basis
• Ability to work successfully both independently and in a team environment
• Strong TCP/IP skills, including troubleshooting
• Office professionalism

Benefits & Perks:
• Full, superb benefits plan including medical, dental, life insurance, short/long-term disability, transit benefits, and more
• Great 401K plan
• Amazing “Green” office with high tech vibe in fantastic location with superb views. We have writable walls, open collaboration zones and enclosed “I need to think” spaces with incredible tech tools
• Food and fun flows freely with bagel Fridays and monthly happy hours with nacho bar, tacos, etc. We also have regular offsite team building/fun events with bowling and arcades as a good example of how we chill
• Rewards and recognition are critical to everyone and we deliver with performance-based bonus, salary and recognition awards. We also have a Brag Wall, because we like to give a shout out when someone does great work
• R&R is important and we provide vacation, personal/sick, company paid holidays and 3 float holidays
• We love the community we live and work in with many charity avenues that employees can participate in to ‘give back'
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