Technical Support Technician II

Posted 111ds ago

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Job Description

Technical Support Technician II providing phone support for various technical issues for retail customers. Responsible for troubleshooting hardware and software incidents in POS and checkout systems.

Responsibilities:

Perform technical triage for retail customer incidents.
Troubleshoot customer incidents and achieve contract SLA.
Achieve financial savings through remote triage/support.
Provide courteous, professional phone support to both internal and external customers on a wide variety of technical issues such as product features and specifications and /or problem resolution.
Perform case/ticket entitlement, track part delivery, and support onsite technicians.
Ensure all issues are resolved in compliance with SLAs and provide regular status updates align with ITIL standards.
Maintain/document accurate records of incident transactions and triage performed to implement service restoration.
Create and maintain documentation for field service operations and installation/upgrade procedures.
Review system logs and perform basic troubleshooting to restore service.
Create POA’s (plan of action) and remotely support onsite technicians to implement a service repair.
Diagnose and resolve hardware incidents for POS systems, Self-Checkout systems, network equipment, desktops, servers, and peripherals, collaborate with OEM vendors and/or customers as needed.
Support standard software configurations, troubleshooting, loading, and configuring software images, applications, and drivers.
Support hardware swaps (registers, printers, mobile scanners) and in-store device reimaging.
Travel customers’ location to assist with new system installs and complex services repairs as needed.

Requirements:

>3 to 5 Years of relevant work experience
Bachelor's Degree in Computer Science or Information Technology is required
Bachelor's Degree in Computer Science or Information Technology is preferred
Point-of-Sale (POS) and/or Self-Checkout qualifications
Microsoft 365 Certified: Modern Desktop Administrator Associate
Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
Hands-on experience troubleshooting Point-of-Sale (POS), Self-Checkout, computers, networks.
Communicate professionally by phone, email or in person.
Proper phone etiquette for customer service
Able to use common office equipment.
Possesses strong data entry skills.
Able to demonstrate complex problem solving, critical thinking, and decision-making.
Able to recognize and attend to important details with accuracy and efficiency.
Able to interact effectively with high levels of management (managers & above.)
Able to communicate clearly and convey necessary information.
Understand, communicate, and collaborate effectively with people across various identities.
Possesses strong organizational and time management skills, driving tasks to completion.
Able to adjust readily to change and adapt as needed.
Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Able to work independently with minimum supervision.
Able to maintain confidentiality of sensitive information.
Able to effectively multi-task.
Able to collaborate and build solid, effective working relationships with others.
Able to quickly learn/adapt to new systems and technology.
Able to use relevant computer systems and applications at an advanced level.
Able to talk on the phone (or wear a headset) for long periods of time.
Ability to stay aware and alert while performing work.

Benefits:

Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Technical Support Technician II

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TD SYNNEX

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