Technical Support Analyst II

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)