Support Technician

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We are seeking an experienced and customer-focused Support Technician to join our team in Irving, Texas. In this role, you will provide technical support to customers, field technicians, development teams, and internal Retail Solutions personnel through phone, email, conference calls, and ticketing systems.

The Support Technician is responsible for troubleshooting software, hardware, procedural, and network-related issues, providing timely resolution of incidents, escalating complex issues when necessary, and ensuring a high level of customer satisfaction through effective communication and problem resolution.

• Provide first-level technical support to clients, customers, field technicians, development teams, and Retail Solutions personnel.
• Diagnose and troubleshoot software, hardware, procedural, and network-related issues.
• Follow established troubleshooting processes and knowledge-base documentation.
• Perform root cause analysis of reported incidents.
• Escalate or route issues to appropriate technical resources as needed.
• Document all incidents and maintain accurate case records.
• Provide timely case status updates to customers and internal stakeholders.

• Acknowledge and follow up on all assigned incidents and tasks through email, Microsoft Teams, and ticketing systems.
• Communicate incident status and progress updates to team members and stakeholders.
• Actively participate in team discussions and support channels.
• Adhere to established support processes, procedures, and service standards.

• Provide inbound and outbound phone support to customers and internal teams.
• Verify issue resolution and ensure quality closure of support cases.
• Work collaboratively with customers and technical teams to identify and resolve issues related to software defects, network outages, hardware failures, and other technical challenges.
• Promote customer satisfaction through professional, timely, and effective service.

• Communicate effectively with a wide range of stakeholders, including:
  • Clients and Customers
  • Retail Solutions and NEC staff
  • Development Teams
  • Field Technicians
  • Management
  • Administrative Staff
• Maintain a high level of professionalism in all verbal and written communications.

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Technical school training or equivalent experience will be considered.

• Minimum of two years of experience in a technical support, help desk, or customer support environment.

• AWS Certified Cloud Practitioner or equivalent.
• Microsoft Certified Solutions Associate (MCSA) or comparable certification.

• Strong verbal and written communication skills.
• Ability to communicate effectively and professionally in high-pressure situations.
• Excellent customer service and relationship management skills.

• Basic SQL scripting knowledge.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Experience working with ticketing and incident management systems.
• Typing speed of 35+ words per minute preferred.
• Strong analytical and troubleshooting abilities.

• Ability to prioritize and manage multiple tasks simultaneously.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively within a team environment.
• Hybrid work arrangement with periodic attendance required at the Irving, TX office.
• Professional…