Technical Support Specialist

We are seeking a Technical Support Specialist to provide remote technical assistance for hardware, software, store networks, and applications.

This role involves troubleshooting issues, managing multiple support tickets, and ensuring optimal performance of store systems through proactive monitoring and timely resolution.

• Use remote tools and cloud technology to provide technical support for hardware, software, and store networks.
• Manage simultaneous connections to multiple stores and prioritize repairs based on urgency.
• Monitor network performance, diagnose packet loss issues, and implement solutions to restore functionality.
• Identify and resolve issues proactively using cloud and web-based applications.
• Provide accurate verbal instructions for onsite diagnostics and repairs.
• Install and configure software on new devices and implement updates for store systems.
• Direct field personnel in installing new equipment and integrating it into store networks.
• Configure DVR equipment and camera recording settings using proper naming conventions.
• Troubleshoot legacy network issues using remote tools.
• Manage multiple support tickets and prioritize based on emergency level.
• Document processes and contribute to internal knowledge base articles.
• Collaborate with third-party help desk vendors as needed.
• Maintain inventory and order parts when required.
• Provide phone support and timely communication of critical events to team leads.
• Attend training sessions to stay updated on new troubleshooting procedures and technologies.
• Perform additional duties and special projects as assigned.

• Associate degree in Computer Networking or equivalent experience (2 years).
• Specialized training in network communication, PC architecture, and application support.
• Strong understanding of store networks (hardware/software), PC architecture, wireless communication, routers, and cellular devices.
• Ability to manage multiple connections and prioritize repairs effectively.
• Excellent troubleshooting and problem-solving skills.
• Strong verbal communication skills with the ability to explain technical concepts in layman’s terms.
• Ability to work in a fast-paced environment and meet tight deadlines.
• Physical ability to bend, stand, reach, and occasionally lift up to 40 pounds.
• Availability to work varied shifts, including nights, weekends, and holidays in a 24/7/365 environment.

• Familiarity with non-standard equipment not connected to the store network.