City
Irving

State
TX

Job Type
Full-Time Temporary

 

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 - 2 level

Provides telephone support to field technicians via multiple methods while they install hardware at client locations.

  • 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.
  • Responsible for accurate tracking and documentation of installation timeline and any problems that arise.
  • Responsible to insure timely installation of various pieces of hardware.
  • Responds the customer and Retail Solutions personnel via telephone, email, and ticketing system.
  • Provides excellent customer support to internal and external clients.
  • Provide case status updates to Customer and Retail Solutions personnel.
  • Ensure customer satisfactions by advising customers on preventative measures, appropriate solutions and configurations which may impact product performance.

Skill/Experience/Education

  • Minimum 3 years experience.
  • 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. )
  • Attention to detail, multi-tasking

Desired Skills

  • POS Install experience in a retail environment
  • MS Office Suite
  • Network + Certification (Preferred)

Job ID 000153 / Posted Posted 4 Weeks ago
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