Technical Support Specialist

6 months Contract California

Remote role

Technical Support

Job id :81665

Pay $35 on w-2

Will be working PST Hours

Our client is looking for a Technical Support Specialist to Support and implement network/telephony hardware/software deployments for North America based stores remotely while managing onsite technicians.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Point of contact (POC) for Gap North American Network/Telephony Store Activity (Construction/Deployment/Break-Fix)

• Proactively coordinate with construction resources for implementation of stores networking and telephony
• Configure network and telephony hardware across US and Canada markets
• Order network and telephony circuits to meet deadlines and coordinate implementation
• Research, diagnose, resolve or escalate technical and procedural networking issues
• Address service level escalations and escalate unresolved issues per guidelines
• Utilize available resources for prompt resolution of inventory constraints
• Develop relationships with key Business Partners in all departments within responsibility areas
• Effectively identify, communicate, and mitigate risks to meet deadlines
• Financial tracking of all procured network hardware and services

Vendor Management

• Management of shipping and receiving of warehouse activity
• Address service level escalations as required and drive to resolution
• Establish and maintain effective lines of communication with multiple vendors
• Engage in network escalations and troubleshooting with vendors
• Reporting and Misc. Projects
• Update and maintain various means of inventory/reporting management Excel/PowerBI/Smartsheet/other
• Summarize complex environment of many moving parts with dependencies
• Track project status and effectively and actively report back to leadership
• Provide weekly status summary reports for network related activities and changes

ORGANIZATION RELATIONSHIPS: Interface with all levels of IT, Store personnel, Brand Operations, Corporate Architecture and Construction and other IT and non-IT groups

REQUIRED QUALIFICATIONS:

1) Knowledge, skills & abilities:

• Excellent verbal and written communication skills

• Analytical problem-solving skills and resourcefulness

• Must be self-motivated with the ability to work independently

• Proficient in Microsoft Office Applications with advanced knowledge of Microsoft Excel and PowerBI knowledge preferred - ability to use and create formulas, pivot tables, graphs, queries, macros

• Ability to act quickly and professionally to identify and multitask multiple priorities

• Able to deal with ambiguity and adapt to change

• Capable to learn technical and procedural Gap Inc. store retail environment

2) Minimum educational level:

• A BA/BS degree or equivalent work experience is preferred

3) Experience:

• At least 4 years of previous IT experience is preferred

• At least 2 year of networking experience is preferred - Routers, Switches, LAN/WAN, IP, Zoom Telephony systems

• Previous project management or coordination is preferred