Responsibilities

• Provide technical assistance with a focus on phone, email, walk-up and ticketing support for a variety of requests 
• Provide Application Support.
• Drive down store issues and offline procedure.
• Work with and escalate third party vendors (various carriers, IBM, Wincore, OKI, etc.)
• Accurately document and report problems using the ServiceNow ticket management system including but not limited to: Categorizing, prioritizing, and keeping incident status up to date as well as closure notes
• Troubleshoot supported network equipment and perform efficient resolutions to return service platforms to high stability, including cable modems, T1 and other services and technologies as needed via telephone, e-mail, web and onsite at customer locations as needed
• Assist with the monitoring, management and support of equipment and services provided to customers either directly or via third parties
• Assist with the installation, configuration and management of network equipment as assigned.
• Using pre-defined templates — document Standard Operating Procedures (SOPs) for performing repeatable tasks, and create Knowledge Base articles that walk customers through the steps of using and configuring various technologies
• Send appropriate communications/notification to business, Shift Turnover, incident reporting, management reports
• Activity drives and analyzes the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.
• Help train others and document knowledge for self help

Technology

• Point of Sale (POS)/Mobile POS system (frontend software and hardware)
• Network (WAN, LAN, VPN, Firewall, Wireless)
• Servers (Windows/Linux)
• Telephony (store, corporate systems, voice mail, fax, mobile device, and carrier services)
• Desktop hardware/software support and troubleshooting (Printers, imaging, map drives, encryption, components)
• ServiceNow ticketing system