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Tech Support Analyst

2 months ago

Mahwah, United States Softworld, a Kelly Company Full time

Job Title: Digital Support Specialist

Job Location: MAHWAH NJ 07430

Travel Required: This role will require up to 20% travel throughout the US & Canada

Onsite Requirements:

  • 5+ years of IT support, with a strong background in asset management, project management, vendor management, help desk operations, and technical training.
  • In-depth knowledge of Windows and iOS operating systems, Microsoft Office 365, Microsoft Intune and Apple Business Manager.
  • Ability to manage project timelines, prioritize tasks, and deliver results efficiently.

Job Description:

  • As a Digital Support Specialist, you will be a key member of the global team responsible for supporting the operational upkeep and build-out of our North American retailer network (Interactive Showrooms) with the installation and maintenance of specific technologies designed to provide a consistent look, feel, and function to the Retailer experience.
  • The team member provides second-line technical support for audio, video, and network hardware and software issues at our retail locations.
  • This role will involve training retail staff in technologies and staying up to date on the latest digital trends to maintain our competitive edge.
  • This role will serve as a backup for the North America support team.

What you'll do:

  • New Retailer Development
    • Oversee the establishment of new retail spaces, managing project timelines and ensuring timely completion.
    • Coordinate network equipment procurement and shipping.
    • Actively collaborate with the global team and retail partners to facilitate seamless installation and setup. Demonstrate strong project ownership by leading suppliers (Trison/Top Right) to guarantee timely delivery and successful project execution.
    • Develop and maintain digital Bill of Material (D-BOM) standards and specifications.
    • Provide regular technical updates on new space development progress.
    • Offer guidance on the effective use of these platforms to enhance retail operations and customer experiences.
  • Technical Support and Maintenance
    • Configure and test digital equipment prior to space openings.
    • Deliver first and second-line IT hardware and software support.
    • Manage network configuration and maintenance.
    • Contribute to the digital development of retail spaces.
    • Provide technical training sessions to retail staff.

Who you are:

  • 5+ years of IT support, with a strong background in asset management, project management, vendor management, help desk operations, and technical training.
  • CompTIA A+, CompTIA Network+, and Cisco certifications are a plus.
  • In-depth knowledge of Windows and iOS operating systems, Microsoft Office 365, Microsoft Intune and Apple Business Manager.
  • Demonstrated expertise in Cisco Meraki networking hardware and software.
  • Ability to manage project timelines, prioritize tasks, and deliver results efficiently. Familiarity using project management software JIRA and Confluence is a plus.
  • Proven ability to deliver exceptional customer service and a strong problem-solving orientation.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
  • Strong attention to detail and ability to manage multiple tasks simultaneously.
  • You are a highly organized, customer-focused individual with a passion for technology and a proven track record of success in a fast-paced environment.
  • You have a passion for collaboration and thrive in an ever-evolving, flat work culture that prioritizes collective success over individual gains.

** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.

This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future. **