Help Desk Analyst

The Support Tech provides day-to-day technical support to retail stores for point-of-sale (POS), network infrastructure, and desktop systems software and hardware.

Emphasis of role: Help Desk Support - second level

Responsibilities:

• Provides remote Technical Support to field technicians and retail stores.
• Provides excellent customer support to internal and external clients.
• Responsible for accurate tracking and documentation of installation timeline and any problems that arise.
• Following up on daily customer escalations and make out/in bounds to drive escalations and incidents towards resolution
• Responsible to insure timely installation of various pieces of hardware.
• Troubleshoot reported software, hardware, network problems when they relate to the stores computer and all Peripherals.
• Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals, also dialing in the desk phones.
• Responds to customer and Retail Solutions personnel solution/product inquiries via telephone, email, or ticketing system.
• Provides timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel.
• Provides case status updates to Customer and Retail Solutions personnel.
• Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance.
• Receive incoming calls and making outbound calls to the customers updating notes in our ticketing system and emails
• Responsible for accurate tracking and detailed documentation of installation timeline and any problems that may arise.
• Follow up on escalations

Skills:

• Minimum two (2) years technical support experience
• Strong understanding of: Computer hardware / software installation, configuration and troubleshooting (PC, Network and Point of Sale (POS) equipment)
• Basic network equipment installation configuration and troubleshooting
• Must be able to troubleshoot and perform root cause analysis
• Detailed documentation in ticketing systems (i.e. Remedy, ServiceNow etc. )
• Proficient use of standard Microsoft products (i.e.: Excel, Word)
• Excellent problem-solving skills
• Detailed oriented with ability to multitask and work well with other departments
• Great communication - written and verbal
• Ability to work under pressure and be adaptable in changing environments
• Expert customer relationship skill; and ability to communicate professionally in client facing situations
• Remote management knowledge is highly preferred
• Virtual desktop knowledge highly preferred

** Must have flexibility with work schedules (all shifts, weekends, holidays), this is a 24 X 7 operation

Current targeted shift:
Sunday - Thursday ( 8am - 5pm)
Tuesday - Saturday (8am - 5pm)