Technical Support Specialist

3 weeks ago

Enon, United States KellyMitchell Group Full time

Job Summary:

Our client is seeking a Technical Support Specialist who manages simultaneous connections to multiple stores and pieces of equipment and prioritizes the order in which repairs are made in order of emergency priority. This is an oniste role located in Enon, OH.


Duties:

  • Use remote tools and cloud technology to provide technical support for hardware, software, store networks and applications
  • Monitor the severity of data packet loss either to the entire store network or specific pieces of equipment
  • Provide the best solution to resolve the underlying problem to bring equipment up to full functionality
  • Identify and correct issues before a location is aware of a problem using cloud and web-based applications
  • Determine the best course of action to improve performance and efficiency of store systems, equipment and applications
  • Provide accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality
  • Understand and complete proper processes when installing software
  • Direct field personnel in installing new equipment that is going on the store network
  • Configure and upgrade software on newly installed devices
  • Implement software changes for fuel dispensers and fuel tanks
  • Set up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras
  • Provide troubleshooting by using remote tools connected to other legacy networks
  • Manage multiple tickets and works them in order of emergency to lowest priority
  • Identify re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems
  • Read, interpret and follow procedures described in the internal knowledge base
  • Provide documentation for knowledge base articles
  • Work with third-party help desk vendors as applicable
  • Maintain inventories and orders parts as needed
  • Provide phone support as needed
  • Attend training classes as required to stay current with new equipment troubleshooting procedures and technology
  • Initiate timely communication of critical events to Store Support Team Leads
  • Complete other duties, including special projects, as assigned by Management


Desired Skills/Experience:

  • Associate degree in Computer Networking or 2+ years of related experience
  • Specialized training in network communication, PC architecture and application support
  • Prior help desk experience preferred
  • Complete understanding of the store network (hardware and software), PC architecture wireless communication, router and third-party cellular devices
  • Knowledge of non-standard equipment that is not connected to the Speedway network
  • Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made
  • Ability to research and resolve issues
  • Capable of working in a fast-paced environment
  • Excellent verbal communication skills and the ability to explain technical information in layman’s terms
  • Well organized with the ability to work under pressure and meet tight deadlines
  • Excellent understanding of intra-department functions and operations
  • Ability to perform repeated bending, standing and reaching
  • Ability to occasionally lift up to 40 pounds
  • Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department



Benefits:

  • Medical, Dental, & Vision Insurance Plans
  • 401K offered

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