| Experience |
- Customer service skills ·Technical troubleshooting skills
- Detailed experience with Windows XP software and the Microsoft Office suite.
- Basic networking principles understanding
- PC hardware troubleshooting skills
- Written and oral communication skills
Preference will be given to candidates who also have:
- Retail experience
- Associate or Bachelors degree in related field
- ITIL v3 – Principles Understanding
- A+, Network+, CCNP, MCP, MSDST, or HDI Certifications
|
| Description |
Looking for a position while increasing your technical exposure? The primary function is to troubleshoot and resolve IT incidents over the phone and work with vendors and other support teams when needed to ensure prompt resolution of technical support issues while logging the incidents into the Service Desk tracking software.
- Answer incoming IT Service Desk calls and emails
- Provide troubleshooting and resolution for IT incidents using superior customer service and technical skills.
- Log all Incidents and Requests into Service Desk software and follow tickets through to resolution.
- Work with other support teams as needed to ensure prompt resolution of IT issues.
- Work directly with support vendors (Dell/NCR/Excel/Muzak/Verizon) to schedule support resources into our store environment to repair or troubleshoot issues as needed.
- Use system monitoring tools to proactively address issues in the field by contacting customers directly about potential issues.
- Support the retail IT environment including NCR Cash Registers, HHP RF guns, Debit Terminals, Printers, Cisco Routers, Switches, access points, APC UPS devices, Nortel phones, Muzak devices.
- Support the corporate IT environment including Dell PC hardware, Windows XP, 7, Office suite 2003, 07, 10, Cisco VPN software, a vast array of corporate applications, Blackberries, Nortel IP phones, Apple hardware and software.
- Use support tools including CA Unicenter Service Desk, Microsoft System Center Operations Manager, Active Directory, Symantec PCAnywhere.
- Create business notification and updates to enterprise regarding Priority 1 and Priority 2 Incidents as needed to support the business
Additional Duties:
- IT backup tape operations
- Entry level NOC (Network Operations Center) duties partnering with Verizon Business
- Shipping and receiving store hardware
- Incident and Request follow-up
|
