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Technical Support Analyst

Company: Snap-on Inc
Location: Tustin
Posted on: May 2, 2021

Job Description:

Overview: AutoCrib is the leader in industrial vending technology. We design and create all of the software and hardware in-house to help manage inventory for our customers. Our industry is vast; customers range from manufacturing to government to retail to data centers. We are a growing company that is looking for candidates who are looking for a challenge and like to wear a lot of hats. AutoCrib is big enough to provide the resources you need, but small enough to still feel like a family. Our culture is work hard, play hard. We believe in giving employees autonomy to make their own decisions and actively help them with their career path. Our benefits include healthcare, 401k, life insurance, and PTO.Candidate will deliver excellent customer experiences in a fast-paced environment. We are looking for candidates who are decisive, confident, and tenacious in their decision making with a high technical aptitude. If you are self-motivated to resolve issues quickly, then we want you to apply!If we are interested in moving forward with your candidacy, you may receive an email invitation from Spark Hire, or from a Snap-on representative, for a one-way video interview. Responsibilities: Provide Level 1 product support to resellers and end users. Troubleshoot and assist customers via phone, web based tools and email. Research customer issues and collaborate with Level 2 Systems Analysts in order to provide the best product support possible. Create Return Authorizations for products and items being return for return or creditMaintain detailed records through Help Desk Software and other tracking databasesClosely involved in database management, quality reporting and providing metrics to managementWork closely with multiple departments including but not limited to: Quality Assurance, Engineering, Accounting, Production, and Repair TechniciansOccasionally help with internal technical issues when needed Qualifications: Ability to handle clients professionally and courteously (specifically in a high pressure, fast paced environment).Excellent written and verbal communication skills.Strong technical and analytical skills.Solid experience in troubleshooting and resolution of software and hardware problems. Proven ability to function in a self-directed environment. Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success. Innovative thinker who is positive, proactive, and readily embraces change. Assist resellers and end users in order to optimize installations and configurations in a complex network environment. Ability to articulate technical information to non-technical users.Must be detail-oriented and self-motivatedMust be a team player, organized and have good interpersonal skillsPreferred SkillsExperience working in an IT Service Desk, Help Desk, Desktop Support, or similar position within a high tech, fast paced environment.Documentation skills (ability to clearly and concisely enter detailed information into ticketing application)Proficient with use of Microsoft Office softwareComputer hardware/software troubleshooting skillsBasic computer hardware knowledge, i.e. USB, VGA, video resolutionBasic Windows OS (Windows 7, Windows 10) knowledgeBasic network administration skill for software connectivityKnowledge of Microsoft SQL Server & Management StudioSnap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran.

Keywords: Snap-on Inc, Tustin , Technical Support Analyst, IT / Software / Systems , Tustin, California

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