Technical Support Specialist

2 months ago

Enon, United States The Intersect Group Full time

A client of The Intersect Group is seeking a Technical Support Specialist to add to their team. This individual will be These specialists are providing customer service, basic technical support, troubleshooting, marketing material, password resets etc. They will be split between phone calls and working in ServiceNow handling ticketing requests.


Duties:

• Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications

• Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which repairs are made in order of emergency priority

• Monitors the severity of data packet loss either to the entire store network or specific pieces of equipment. Provides the best solution to resolve the underlying problem to bring equipment up to full functionality

• Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications

• Determines the best course of action to improve performance and efficiency of store systems, equipment and applications

• Provides accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality

• Understands and completes proper processes when installing software

• Directs field personnel in installing new equipment that is going on the store network

• Configures and upgrades software on newly installed devices

• Implements software changes for fuel dispensers and fuel tanks

• Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras

• Provides troubleshooting by using remote tools connected to other legacy networks

• Manages multiple tickets and works them in order of emergency to lowest priority



Experience Requirements:

• Prior help desk experience preferred


Skill Requirements:

• Complete understanding of the store network (hardware and software), PC architecture wireless communication, router and third-party cellular devices

• 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

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