Infrastructure Engineer Sr

Technical Support Specialist

Specialists provide technical troubleshooting by remotely connecting to equipment in stores and by accessing web based applications. Supporting multiple pieces of hardware, multiple networks, platforms, web based applications. Determines if the root cause of a problem is part or a combination of hardware, network or software related issues, and recommends and or implements solutions.

• Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications.
• Must be able to manage simultaneous connections to multiple stores and pieces of equipment, then prioritize the order in which repairs are made.
• Responsible for monitoring 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.
• Uses Cloud and web based applications to identify and correct issues before a location is aware of a problem.
• Determines the best course of action to improve performance and efficiency of store systems, equipment and applications.
• Able to provide 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.
• Has thorough knowledge of in store hardware to be able to direct field personnel in installing new equipment that is going on the store network. Has thorough knowledge of configuring and upgrading software on newly installed devices.
• Is responsible for making software changes for fuel dispensers and fuel tanks.
• Is responsible for setting up new DVR equipment and configuring recording settings including using proper naming conventions for multiple cameras.
• Has knowledge of non-standard equipment that is not connected to the Speedway network to provide troubleshooting by using remote tools connected to other legacy networks.
• Manages multiple tickets working them in order of emergency to lowest priority.
• Identifying re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems.
• Reads, interprets and follows procedures described in the internal knowledge base.
• Attends training classes as required to stay current with new equipment troubleshooting procedures and technology.
• Initiates timely communication of critical events to Store Support Team Leads. Completes other duties, including special projects, as assigned by Management.