Engineer - Deskside Store Support (Chicago Flagship)

This is an onsite support position for the Chicago JD Sports Flagship. The Deskside Store Support Engineer is responsible for the solutioning, implementation, and support of all store technology at multiple JD Sports, Finish Line, and Macy’s brand stores in a geographic area by performing the duties listed below. This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following key duties:

• Act as the primary technical support contact for all store applications (including Finish Line and JD Sports point of sale, Macy’s desktop application) and hardware devices (including POS desktops, mobile/tablet devices, LED, payment/credit card devices, and network equipment).
• Perform installation, troubleshooting, and maintenance of digital LED screens and TVs used for store marketing and operations.
• Perform day-to-day troubleshooting steps to ensure proper functionality for all store technology.
• Remote into store computers for advanced investigations and troubleshooting.
• Assist business customers (store and corporate employees) via telephone, email, and Google Hangout to resolve or escalate IT issues and problems. This includes all software, hardware, and networking aspects, meeting or exceeding Key Performance Indicators.
• Document interactions with stores, including capturing details and steps performed to resolve issues within the ticketing system.
• Run and understand SQL statements on POS databases.
• Provide support to 3rd party technicians onsite for registers, network, phone lines, digital displays, and traffic counter test-outs, etc.
• Provide support for new store openings, remodels, relocations, store closings, and JD store conversions.
• Assist with miscellaneous software updates and POS ringing instructions as necessary.
• Assist with troubleshooting and technical diagnosis of store technology, both hardware and software issues; provide workarounds or solutions to critical issues.
• Work with the Store Technology Engineering & Support Manager in providing project and initiative briefs and business cases for current and/or future initiatives.
• Create written documentation and procedures for store technologies and act as a second reviewer for changes that could impact store technologies and applications.
• Work cross-functionally with internal IT teams to support, maintain, and conduct standard activities in support of the backend store systems.
• Make ongoing recommendations for operational improvements to all store technology systems.
• Collaborate and assist Deskside Store Support Supervisor with the delivery of technology solutions for store openings, including travel and store visits as needed.
• Serve as an on-call escalation support contact for off-hour store technical issues.
• Onsite schedule Tuesday - Saturday - 9:00 am - 6:00 pm local time
• Travel 30% of the month to Chicago locations where issues cannot be resolved remotely.
• Additional duties and projects as required.

Required Education and/or Experience:

• Bachelor’s degree (BA/BS) from a four-year college or university in Computer Science, Information Systems, Software Engineering, or a related discipline or equivalent experience required with 2-4 years of experience in application and/or store technology support.

Required Computer and/or Technical Skills:

• Should have basic to intermediate abilities with Google document platform (Google Docs, Sheets, and Slides) and transaction processing technologies; credit, debit, gift cards, etc.
• Good knowledge of object-oriented programming techniques, process flows, and technical documentation.
• Must have intermediate to advanced knowledge of DOS, Windows/Linux OS, Android and/or IOS platform, Oracle desktop and mobile technology, SQL, Database Servers, LAN and WAN networks.
• Familiarity with the installation, troubleshooting, and maintenance of digital LED screens and TVs.
• It is helpful for this individual to be familiar with the types of applications common to a retail environment.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for more than 6 hours per shift.
• Use hands to finger, handle and feel.
• Reach with hands and arms.
• Talk and/or hear.
• Stand for up to 2 hours at a time periodically.
• Walk or move from one location to another.
• Occasionally may need to climb, balance, stoop, kneel, or crouch.
• Lift and/or move up to 15 pounds regularly and up to 50 pounds occasionally.
• Punctuality and regular attendance consistent with the company’s policies is required for the position.
• Average work week is 40-45 hours, which can vary depending on business needs.
• The work environment for this position is a moderately noisy office setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per the company policy.

This job description is not intended to cover all aspects, duties, and/or responsibilities required of employees. Employees may be asked to perform additional duties outside of normal job scope on a temporary or permanent basis per company policy. ​The company reserves the right to modify this job description with or without notice.