What are the responsibilities and job description for the Technical Support Specialist position at KellyMitchell Group?
Job Summary:
Our client is seeking a Technical Support Specialist to join their team in Enon, Ohio! The selected candidate will use remote tools and cloud technology to provide technical support for hardware, software, store networks, and applications.
Duties:
- Manage simultaneous connections to multiple stores and pieces of equipment
- Monitor the severity of data packet loss either to the entire store network or specific pieces of equipment
- Identify and correct issues before a location is aware of a problem using cloud and web-based applications
- Determine the best course of action to improve performance and efficiency of store systems, equipment and applications
- Provide accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality
- Understand and complete proper processes when installing software
- Direct field personnel in installing new equipment that is going on the store network
- Configure and upgrade software on newly installed devices
- Implement software changes for fuel dispensers and fuel tanks
- Provide troubleshooting by using remote tools connected to other legacy networks
- Manage multiple tickets and works them in order of emergency to lowest priority
- Identify re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems
- Read, interpret, and follow procedures described in the internal knowledge base
- Provide documentation for knowledge base articles
- Work with third-party help desk vendors as applicable
- Maintain inventories and orders parts as needed
- Provide phone support as needed
- Attend training classes as required to stay current with new equipment troubleshooting procedures and technology
Desired Skills/Experience:
- Associate Degree in Computer Networking or 2 years of related experience
- Specialized training in network communication, PC architecture, and application support
- Prior help desk experience preferred
- Complete understanding of the store network, PC architecture wireless communication, router, and third-party cellular devices
- Knowledge of non-standard equipment that is not connected to the Speedway network
- Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made
- Ability to research and resolve issues
- Capable of working in a fast-paced environment
- Excellent verbal communication skills and the ability to explain technical information in layman’s terms
- Well organized with the ability to work under pressure and meet tight deadlines
- Excellent understanding of intra-department functions and operations
- Available to work a variety of shifts, including, second and third shift, weekends and holidays
Benefits:
- Medical, Dental, & Vision Insurance Plans
- 401K offered