Overview
On Site
20/hr} - 22/hr}
Full Time
Skills
ROOT
Technical Support
Cloud computing
DVR
Documentation
Knowledge base
Phone support
Computer networking
Training
Application Support
Help desk
Computer hardware
Computer architecture
Wireless communication
Routers
Cellular
Network
Management
Research
Communication
Organized
Job Details
Our Client is seeking a Technical Support Analyst for a contract opportunity.
This resource provides technical troubleshooting by remotely connecting to equipment in stores and by accessing web-based applications; supports multiple pieces of hardware, networks, platforms and 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.
Responsibility:
Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications
Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which repairs are made in order of emergency priority
Monitors 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.
Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications
Determines the best course of action to improve performance and efficiency of store systems, equipment, and applications
Provides 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
Directs field personnel in installing new equipment that is going on the store network
Configures and upgrades software on newly installed devices
Implements software changes for fuel dispensers and fuel tanks
Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras
Provides troubleshooting by using remote tools connected to other legacy networks
Manages multiple tickets and works them in order of emergency to lowest priority
Identifies 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
Provides documentation for knowledge base articles
Works with third-party help desk vendors as applicable
Maintains inventories and orders parts as needed
Provides phone support as needed
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
Qualifications
Education Requirements:
Associate degree in Computer Networking or 2 years of related experience
Specialized training in network communication, PC architecture and application support
Experience Requirements:
Prior help desk experience preferred
Skill Requirements:
Complete understanding of the store network (hardware and software), PC architecture wireless communication, router, and third-party cellular devices
Knowledge of non-standard equipment that is not connected to the Speedway network
Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made
Ability to research and resolve issues
Capable of working in a fast-paced environment
Excellent verbal communication skills and the ability to explain technical information in layman's terms
Well organized with the ability to work under pressure and meet tight deadlines
Excellent understanding of intra-department functions and operations
This resource provides technical troubleshooting by remotely connecting to equipment in stores and by accessing web-based applications; supports multiple pieces of hardware, networks, platforms and 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.
Responsibility:
Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications
Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which repairs are made in order of emergency priority
Monitors 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.
Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications
Determines the best course of action to improve performance and efficiency of store systems, equipment, and applications
Provides 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
Directs field personnel in installing new equipment that is going on the store network
Configures and upgrades software on newly installed devices
Implements software changes for fuel dispensers and fuel tanks
Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras
Provides troubleshooting by using remote tools connected to other legacy networks
Manages multiple tickets and works them in order of emergency to lowest priority
Identifies 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
Provides documentation for knowledge base articles
Works with third-party help desk vendors as applicable
Maintains inventories and orders parts as needed
Provides phone support as needed
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
Qualifications
Education Requirements:
Associate degree in Computer Networking or 2 years of related experience
Specialized training in network communication, PC architecture and application support
Experience Requirements:
Prior help desk experience preferred
Skill Requirements:
Complete understanding of the store network (hardware and software), PC architecture wireless communication, router, and third-party cellular devices
Knowledge of non-standard equipment that is not connected to the Speedway network
Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made
Ability to research and resolve issues
Capable of working in a fast-paced environment
Excellent verbal communication skills and the ability to explain technical information in layman's terms
Well organized with the ability to work under pressure and meet tight deadlines
Excellent understanding of intra-department functions and operations
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.