L2 Support Technician

4 weeks ago

New Albany, United States Apex Systems Full time

Job#: 2027609 Job Description: The Point of Sale (POS) Level 2 Support Team is responsible for all aspects of technology support and customer service delivery to the retail locations around the world. The POS Level 2 Support position responsibilities include but are not limited to providing Tier II Support for our stores' point of sale hardware and applications. The POS Level 2 Support Team also provides a supporting role to the Service Desk, providing a bridge between the service desk and the various engineering teams which design unique IT solutions. The POS Level 2 Support Team is also the "buck stop" for installation of standard technology solutions to new and remodeled store locations. The position will aid in the support of our ever-evolving store systems and ensure quality and uptime for 700+ stores globally. Responsibilities: Demonstrate qualities representative of the company's unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality. Monitor and maintain queue of store-related incidents escalated from the service desk or de-escalated from engineering teams. Maintain a watchful eye on incident patterns to identify trends, identify service desk enablement opportunities, and to aid in the capabilities of support teams. Collaborate with engineering teams in the delivery of capital projects, representing the needs and capabilities of the support and operations teams, as well as the needs of our store associates. Support a Linux based Point of Sale Operating System, Android and iOS mobile devices, and a global fleet of back-office print technology, basic networking troubleshooting. Participate in an on-call rotation that supports our global store environment Work together with global vendors to provide consistent, high-quality support for our stores. Assist with store IT focused projects and rollouts. Qualifications: 2-4 years of experience in technical/customer support services Proficient with distributed computing architectures and remote device management Ability to think and react in a high-energy, fact paced environment Excellent communication skills, including phone support Strong personal time management skills Excellent Customer Service and problem-solving skills EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. VEVRAA Federal ContractorWe request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disab

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