SUMMARY
The person recruited to this position will provide technical support and project coordination in a professional and enthusiastic manner. We are looking for a detailed oriented person with a broad range of technical experiences, a strong work ethic, and the ability to communicate effectively. The ideal candidate will have experience in each of these areas, strong critical thinking skills, and possess the ability to learn and comprehend quickly.
This position requires working with individual customer locations to understand business and network infrastructure needs, create technical solutions, address questions of functionality, and in general support the environment. The Technical Support Specialist will take support ownership of assigned customer locations and provide technical service guidance for resolution. Position requires maintaining accurate notes of all services in the company portal and providing timely and accurate service updates to the company and Project Managers. Support tasks include support of existing and new network infrastructure maintenance and installations, as well as, support on POS, printers, workstations, desktops and other IT devices in multiple customer environments.
This position will be responsible for maintaining the support knowledge base of customer environment and troubleshooting techniques. The position will work closely with project managers, clients, field technicians, and technology partners to provide the highest possible level of support services and will be responsible for ensuring resolution services are completed successfully at client sites. In addition, this position must have the technical skills, user experience knowledge, and customer service skills to provide remote technical support to ensure the technical aspects are clearly understood and completed successfully.
This position requires that the Technical Support Specialist be available during location visits join conference calls with customer support teams and project managers to make judgements on scope change requests and approve change order requests that may be required.
The position may require up to 5% travel and will require client collaboration. The position will require scheduling flexibility to support projects completed during the day or at night and weekend work will be normal. There will be opportunities to work-from-home to provide the support responsibilities, specifically on incidents that require night support or on weekends.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Responsible for providing technical support, primarily via the telephone, to support technician’s scope questions.
- Participating is conference calls with customer support representative, technicians, and customer Project Managers where decisions on scope change requests will have to be made promptly.
- Provide detailed notes and issue logs to the company Project Manager so they can be up to date on all aspects of the locations currently going.
- Provide technical support for Point-of-Sale, printers, workstations, desktops, laptops, VOIP phones, and other devices in a retail environment.
- Learning and maintaining technical and business knowledge to support multiple clients.
- Technical support personnel will maintain close collaboration with hardware, low-voltage cabling technicians and other on-site technicians to successfully resolve client incidents and complete installations.
- Provide prompt and courteous telephone response to technician inquiries and issues. Take responsibility for satisfaction of the technician through ownership of technician issues through resolution.
- Responsible for remotely supporting a variety of incidents and solving complex problems.
- Responsible for maintaining proficiency in supporting new and existing products and/or projects. These responsibilities include reading and comprehending manuals, product spec/data sheets, and training materials for new products.
- Document detailed support plans and maintain knowledge base to ensure the incidents are completed on quickly and correctly each time and meets client’s SLA expectations.
- Attend recurring status meetings with internal teams and clients; Provide input as related to the support services.
- Work with clients, to design, develop and enhance support service solutions and procedures. Collaborate with team members on training requirements and opportunities.
- Understand business and technical objectives of assigned projects
- Work on multiple tasks simultaneously
- Adapt to new technology solutions utilized by clients
- Travel up to 5% of time to North American client locations and installations as needed
- Interact professionally with fellow employees, clients, and vendor
REQUIRED QUALIFICATIONS:
- High School Diploma or GED equivalent, required.
- 2+ Experience working on a help desk support team
- Technical experience in these areas: network cabling installation, network installation and configuration, wireless installations and configurations, PC installations and configurations, Point of Sale terminal installation and configuration, and Point of Sale terminal software configurations and troubleshooting.
- Willingness and aptitude to learn unfamiliar systems, and to stay informed of new technologies
- Exceptional service orientation.
- Excellent analytical and problem-solving skills
- Excellent written and oral communication skills.
- Strong interpersonal skills with the ability to communicate with a variety of audiences
- Superior interpersonal skills necessary to communicate complex information to various internal and external personnel in a clear, concise and well-organized fashion
- Effectively communicates relevant support information to superiors.
- Exceptional attention to detail.
- Exceptionally self-motivated and directed.
- Ability to handle multiple problems/calls simultaneously
- Knowledge of hardware/software terminology and concepts
- Must be comfortable with fast-paced, entrepreneurial corporate culture and the standards and work ethic consistent with that environment
DESIRED QUALIFICATIONS AND RESPONSIBILITIES:
- Bachelor’s Degree or working towards Bachelor’s Degree – Business, Computer Engineering, Computer Science, or Information Technology emphasis preferred
- Experience in corporate retail environment
- Possess a strong knowledge of operating procedures and systems and ability to ensure procedures and systems are being followed.
- Ability to set and manage priorities judiciously.
