What are the responsibilities and job description for the ITS Store Support Tech position at iSphere Innovation Partners, LLC?
Job Description
Job Description
ITS Support Technician
iSphere is searching for an ITS Support Technician local to Houston to provide level 3 support to internal and external customers in resolving issues with computers, applications, and related technologies. Successful candidates must have Networking experience. A BIG plus for a candidate would be someone who has field tech and field service experience.
Key Responsibilities :
Take the lead on critical customer incidents associated with customer communication, activities, and any appropriate escalations
Ensure that Service Desk practices are updated and standardized
Provides support in the use of POS applications or related third-party products by providing solutions,
workarounds, and advice promptly.
Support business partners by proactively maintaining high-level technical operational expertise, and
understanding of business needs.
Creates service request tickets for all service request orders via Ticketing System.
Resolves Service Desk requests with computers, printers, hardware, and applications.
Provides status updates to end users while escalating issues appropriately.
Monitor systems to Identify outages promptly.
Provides quality customer service in person, by phone, and by e-mail
Record and report on resolving technical issues to end users and management as needed.
Assists stores with reconciling tickets, accounting, billing, payment, and refund issues.
Provide exceptional customer support guidance to ITS Support Technicians.
Works with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals
Knowledge Requirements :
Networking VPN / VLAN
Remote access software
Microsoft Office Products
- Cisco Meraki
Broad knowledge of hardware and software systems
Ticketing System
Remote Desktop
Exchange / Active Directory
Good working knowledge of IP addresses
Telephony, Internet and wireless
Mobile Devices
Basic math
Professional Experience :
IT Networking
5 years of technical support experience
5 year customer service experience
Retail and / or Technology background preferred
Experience with supporting IT projects
Education / Training :
High School diploma or general education degree (GED), three years or more related experience or
training, or equivalent combination of education and experience.
Ability to read and interpret reports and documents such as safety rules, maintenance instructions, and
procedure manuals.
Ability to prepare reports and correspondence
