Tech Support Analyst III

Type: Full-Time

Ignite Retail Technology is hiring a Tech Support Analyst 2 with advanced technical expertise and a strong customer support background.

Required Skills and Qualifications:

• Bachelor’s Degree in IT or equivalent experience.
• 3 years of customer service experience.
• Advanced networking and Linux administration expertise.
• SQL proficiency for troubleshooting and queries.
• Familiarity with POS systems and PCI compliance.
• Strong problem-solving, time management, and communication skills.
• Ability to work independently and resolve technical issues.
• Proficiency with Microsoft Word, Excel, and Outlook.

Key Responsibilities:

• Provide technical support via phone, email, and remote tools.
• Diagnose and resolve hardware, software, and network issues.
• Manage Customer IT service tickets and ensure timely resolution.
• Create and update knowledge-base documentation.
• Collaborate with third-party platforms for escalations.
• Administer Help Desk software applications.
• Troubleshoot loyalty operations, including hardware, POS systems, software upgrades, and network connectivity.
• Perform user account moves, additions, and changes within networks.
• Assist in implementing practices to optimize IT resources.
• Participate in flexible scheduling, including daytime, evening, or overnight shifts.
• Provide after-hours on-call support as scheduled.
• Manage customer Linux devices (Traffic Cop)
• Troubleshoot customer networking issues.
• Work in QA Lab to re-create client issues.

Additional Requirements:

• Ability to lift up to 45 pounds and perform physical tasks (bending, stooping, stretching).
• Consistent attendance and punctuality.
• Commitment to working in a collaborative team environment.
• Working in the office full-time.

About Ignite Retail Technology:

Imagine a rocket launch: the countdown hits zero, a shower of sparks ignites the boosters, releasing the enormous potential of the fuel in the boosters, and a spacecraft hurtles into space at over 25,000 miles per hour. At Ignite Retail Technology, we harness this same explosive power. We've developed the planet's most intelligent retail tech suite with a singular mission: to ignite your retail business's potential and launch retailers into the future at unprecedented velocities.

Our Values

At Ignite Retail Technology, we are driven by an entrepreneurial spirit that fuels our mission to empower retail entrepreneurs with secure, intelligent tools. Our values are the foundation of our culture, guiding every decision we make and every action we take.

• Bias for Action: We value initiative and hustle. At Ignite, waiting is not an option; we act decisively, making well-informed decisions quickly. Our team members are go-getters who believe in turning ideas into action.
• Listen, Learn, and Innovate: Innovation is at the heart of Ignite. We are perpetual learners, always seeking to understand, improve, and innovate. We listen to our customers, learn from the best, and aren't afraid to challenge the status quo to create simpler, more efficient solutions.
• Above and Beyond Customer Service: Our customers' success is our success. We don’t just meet expectations; we exceed them. We anticipate needs, communicate proactively, and ensure every interaction leaves our customers confident and delighted.
• Stellar Quality: Excellence isn’t a goal—it’s our standard. We set the bar high, focusing on precision, detail, and continuous improvement. Quality is non-negotiable, and we take pride in delivering nothing short of the best.
• Total Trust: Trust is earned through consistency, transparency, and integrity. We do what we say and own the results, fostering a culture of accountability and openness. Our team is built on mutual respect, where everyone’s voice is heard and valued.