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Tech Deskside Support
Plano, Texas - Posted on September 18, 2020
Published By James DeMaar

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Now hiring L2 Support Tech Deskside Support for work in Plano!

Job Description

Trillium Technical is now seeking a L2 Tech Deskside Support for work in Plano, TX!

We are looking for a motivated, organized individual who can work collaboratively to support a program hypercare helpdesk. The program is currently in the final phase of market testing and will be moving towards general availability and a national launch. This individual will have the opportunity to shape a repeatable hypercare approach, work directly with program stakeholders and development teams, while engaging with dealers.

To include:
• Answering SmartPath Dealer phone calls
• Provide Level 1 troubleshooting support
• Escalation to SME’s, Development teams and Service Desk as required
• Monitor incident queue to ensure they escalated issues are being resolved
• Work collaboratively with other application teams
• Document hypercare support desk methodology
• Review and maintain SmartPath program knowledge base articles
• Understand SmartPath program goals and associated stakeholder expectation
• Review and document Dealership feedback for future enhancement consideration, as required

If interested, please apply today!


• Strong knowledge of Windows 7 and 10
• Strong knowledge of Microsoft Office applications (2016 Outlook, Skype, Excel, Word, PowerPoint, Visio)
• Strong knowledge of computer hardware
• Requires frequent interface with the user community
• Excellent troubleshooting, problem solving and root cause analysis skills
• Exceptional customer service
• Service Desk experience is a plus
• Service Now ticketing system is a plus

Trillium Technical has been recruiting and placing Engineering professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees with an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of Engineering professionals. Trillium is an Equal Opportunity Employer.


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