Level 2 Support Technician

Job Type: Contract to Hire

The Level 2 Support Technician will be a member of the Level 2 Support team providing remote and local technical support to Store and Plant associates for a wide range of standard technologies including desktop hardware, client applications, telecommunications, and data networking. The Level 2 Support Technician will help ensure all aspects of client technology configuration, performance, and operation meet standards to deliver high levels of associate productivity and customer satisfaction.

Responsibilities: • Receive and accurately log all support requests in a timely manner using Incident Management tools. • Respond to, identify, and resolve known issues leveraging both general IT knowledge and knowledge assets. • Partner with Level 3 IT associates to help troubleshoot more complex incidents, assist with local site installations, configuration and troubleshooting of infrastructure technology which may include routers, switches, NAS, infrastructure cabling, DMARK extensions, servers, and printers. • Perform post-resolution follow-up to ensure reported incidents have been successfully resolved. • Engage 3rd party support partners as required. • Configure, ship and receive technology equipment as required including desktops, laptops, printers and various peripherals to stores and remote associates. • Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented. • Maintain frequent communication with peers and IT teams to maintain awareness of issues or changing process/standards. • Retail store and manufacturing facility hardware and software support. • Travel to headquarters and field locations as required. • Project Management support for small scale client technology deployments. • On-boarding of new hires including equipment setup, orientation, and initial training. • All other duties as assigned.

Qualifications: • Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action. • Relentless dedication to customer service in both words and actions. • Works with minimum supervision, proactively follows up on outstanding issues/tickets. • Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively. • Strong analytical, prioritizing, interpersonal, problem-solving skills. • Strong verbal and written communication skills. • Demonstrated collaborative skills and ability to work well within a team. • Ability to work in a fast-paced and deadline-oriented environment. • Self-motivated with critical attention to detail, deadlines, and reporting.