Technical Suppor (Tier 2): Date Created : 1/21/2015 6:37:02 PM Category : IT-Desktop/Tech Support Location/City : OH - Columbus Job Type : Contract Id : 3028882 Fahrenheit IT is currently partnering with a large Columbus based organization for a technical support (Tier 2) position. Please apply online or call 614-588-0450 with any inquiries POSITION SUMMARY Incident Management & Escalation Team (IMET) is a level 2 support team for the TAC Store Service Desk. This is a high quality customer service support role that implements strong interpersonal and administrative skills to ensure remote and vendor management resolutions to all brands for store and corporate hardware, software, and procedural processes. AUTHORITY: Direct store support, including having store employees assist with first tier hardware troubleshooting. Escalation authority to analysts for tier 2 services. Takes necessary action to correct or escalate emergency situations. REPORTING RELATIONSHIPS Reports directly to IMET Supervisor RESPONSIBILITIES 1. Advanced store hardware and software issues with POS, Mobile POS (MPOS), IPADs, Telecom, Traffic Counters, etc. 2. Updating and escalating of all open store incidents to maintain an SLA between 90-95%. 3. Partnering with IMET analysts to keep open store incidents below 200. 4. Managing priority 1 store incidents and providing notifications to Brand Store Operations partners and MGT leadership through resolution of incident. 5. Provide communications on major store outages to brand and MGT leadership including SVP and CIO levels. 6. Maintaining a close relationship with store vendors to escalate aging service tickets. Ensuring that the vendors are meeting or exceeding their ETA as well as monthly SLA as agreed upon within the contracts. 7. Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process. 8. Provides resolutions for stores associates by isolating problems, researching solutions, and conducting them through corrective steps. 9. Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations. 10. Investigates current system information, updates, and outages to stay current with policies and procedures. 11. Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue. 12. Provides quality assurance on all store incidents including consistent and accurate entries into the coaching database. 13. Identifies and reports problem trends with IMET Analyst/Supervisor to track and resolve current and future problems. 14. Be available to answer Vendor calls. 15. Work 1st level tickets from stores sent via email as well as ticket escalations from brand store ops teams. 16. Flexing to assist with Store and Home office calls when there are major outages or call volume is above normal projections for TAC service desk team. SUGGESTED KNOWLEDGE AND SKILLS Ability to work independently and in a dynamic environment. Strong customer service, interpersonal, verbal and written communication skills. Increased understanding of POS equipment and procedural processes used by stores. Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations. Successful completion of service at a minimum of Meets Expectations in the TAC Service Desk Specialist position for 6-12 months. Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry Previous experience in a help desk environment Minimum three years experience in related field Strong understanding of various hardware and network configurations Preferred knowledge of Macintosh PC hardware and software, including handheld equipment, i.e. phones, tablets, etc. Detailed knowledge of Point of Sale hardware and software configurations Detailed knowledge of Microsoft applications and operating systems Detailed knowledge of telecommunications hardware, wiring and services Detailed understanding of remote access systems Must be available 8:00am to midnight - 7 days a week. 1st or 2nd shift and one weekend day (day TBD based on need) dlvr.it/8BLqG8
Posted on: Thu, 22 Jan 2015 02:36:40 +0000
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