JOB DESCRIPTION
As a Technical Support Team member, you will be part of a growing software company focused on developing the next generation of grocery-focused point of sale software solution. Our mission is to allow independent grocers to compete against the national conglomerates.
As a support technician, you will provide phone and email support to independent grocers for IT Retail's point of sale software, hardware, payments, and network. You will become a product expert in IT Retail's software and work alongside grocers to help them run and manage their stores.
The ideal candidate will be a technical, critical thinker who understands technology and can use their knowledge to provide resolutions quickly. We are looking for someone hungry to grow and learn.
JOB RESPONSIBILITIES
Think on your feet and resolve problems quickly
Providing courteous and professional communication with clients and internal departments while maintaining the SLA
Accurately document and classify client requests and incidents
Maintain lab environments for testing new updates to software and attempt to replicate issues and potential bugs.
Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.
Maintain External and Internal Documentation for products and training
Provide technical training and guidance to Tier I team members
Remotely troubleshoot Software, PC Hardware, Point-of-Sale peripherals, and Networks with both Technical and Non-technical users.
On-Call Support Rotation every 4 weeks.
REQUIRED SKILLS
Strong working knowledge of PC Hardware troubleshooting
Strong written and verbal communication skills
Strong client support services skills (customer service)
Ability to conceptualize end-user steps and processes to readily identify the issue/problem.
Strong working knowledge of Windows Operating System Environments; including Windows 10 IoT and Windows Server 2016.
Intermediate knowledge of T-SQL/Microsoft SQL Server 2012+. Should be comfortable troubleshooting connection issues, analyzing data, running queries, and managing backups
NICE TO HAVE:
Peripheral troubleshooting experience - Verifone MX Series, Scanner / Scale, Receipt Printers, Cash Drawer, Office printers
Experience using IIS 7 and Above - Setup and Troubleshooting
Experience with Android 7 or greater
Experience with payment applications and/or PCI environments
Industry recognized Technical Certifications
Basic understanding of Powershell, .NET Framework and VB6
Ability to work mostly unsupervised
Ability to handle multiple priorities
Strong attention to detail
Professional experience or understanding of Grocery Store environments and operations