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Enon, United States The Intersect Group Full timeJob Description: Providing white glove service after implementation of a large conversion project. Providing customer service, basic technical support, troubleshooting, marketing material, password resets etc. Will also be working in ServiceNow grabbing requests from oldest to newestRequirements: Customer serviceProblem solvingEntry level IT ExpNice To...
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Technical Support Specialist
4 weeks ago
Enon, United States The Intersect Group Full timeJob Description: Providing white glove service after implementation of a large conversion project. Providing customer service, basic technical support, troubleshooting, marketing material, password resets etc. Will also be working in ServiceNow grabbing requests from oldest to newestRequirements: Customer serviceProblem solvingEntry level IT ExpNice To...
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Tech Support Specialist
3 months ago
Enon, United States The Intersect Group Full timeTechnical Support SpecialistDuties:• 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...
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Tech Support Specialist
4 weeks ago
Enon, United States The Intersect Group Full timeTechnical Support SpecialistDuties: 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...
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Tech Support Specialist
4 weeks ago
Enon, United States The Intersect Group Full timeTechnical Support SpecialistDuties:• 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...
Technical Support Specialist
2 months ago
KellyMitchell Group is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for managing simultaneous connections to multiple stores and pieces of equipment, prioritizing the order in which repairs are made, and providing technical support for hardware, software, store networks, and applications.
Key Responsibilities:- Technical Support: Use remote tools and cloud technology to provide technical support for hardware, software, store networks, and applications.
- Monitoring and Troubleshooting: Monitor the severity of data packet loss to the entire store network or specific pieces of equipment and provide the best solution to resolve the underlying problem.
- Issue Resolution: Identify and correct issues before a location is aware of a problem using cloud and web-based applications.
- Performance Improvement: Determine the best course of action to improve performance and efficiency of store systems, equipment, and applications.
- Onsite Support: Provide accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality.
- Software Installation: Understand and complete proper processes when installing software.
- Equipment Installation: Direct field personnel in installing new equipment that is going on the store network.
- Software Configuration: Configure and upgrade software on newly installed devices.
- System Implementation: Implement software changes for fuel dispensers and fuel tanks.
- System Setup: Set up new DVR equipment and configure recording settings, including using proper naming conventions, for multiple cameras.
- Troubleshooting: Provide troubleshooting by using remote tools connected to other legacy networks.
- Ticket Management: Manage multiple tickets and work them in order of emergency to lowest priority.
- Issue Identification: Identify re-occurring store issues by reading and understanding case history and determine if a different course of resolution is needed to reduce repeat problems.
- Knowledge Base: Read, interpret, and follow procedures described in the internal knowledge base.
- Documentation: Provide documentation for knowledge base articles.
- Vendor Collaboration: Work with third-party help desk vendors as applicable.
- Inventory Management: Maintain inventories and order parts as needed.
- Phone Support: Provide phone support as needed.
- Training and Development: Attend training classes as required to stay current with new equipment troubleshooting procedures and technology.
- Critical Event Communication: Initiate timely communication of critical events to Store Support Team Leads.
- Special Projects: Complete other duties, including special projects, as assigned by Management.
- Education: Associate degree in Computer Networking or 2+ years of related experience.
- Specialized Training: Specialized training in network communication, PC architecture, and application support.
- Help Desk Experience: Prior help desk experience preferred.
- Technical Knowledge: Complete understanding of the store network (hardware and software), PC architecture, wireless communication, router, and third-party cellular devices.
- Non-Standard Equipment: Knowledge of non-standard equipment that is not connected to the Speedway network.
- Simultaneous Connections: Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made.
- Research and Resolution: Ability to research and resolve issues.
- Fast-Paced Environment: Capable of working in a fast-paced environment.
- Communication Skills: Excellent verbal communication skills and the ability to explain technical information in layman's terms.
- Organization and Time Management: Well-organized with the ability to work under pressure and meet tight deadlines.
- Intra-Departmental Functions: Excellent understanding of intra-departmental functions and operations.
- Physical Demands: Ability to perform repeated bending, standing, and reaching. Ability to occasionally lift up to 40 pounds.
- Availability: 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.
