Required Education/Skills:

• 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.

Job Responsibilities:

• Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications.
• Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which repairs are made in order of emergency priority.
• Monitors the severity of data packet loss either to the entire store network or specific pieces of equipment. Provides the best solution to resolve the underlying problem to bring equipment up to full functionality.
• Determines the best course of action to improve performance and efficiency of store systems, equipment, and applications.
• Provides accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality.
• Understands and completes proper processes when installing software.
• Directs field personnel in installing new equipment that is going on the store network.
• Configures and upgrades software on newly installed devices.
• Implements software changes for fuel dispensers and fuel tanks.
• Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras.
• Provides troubleshooting by using remote tools connected to other legacy networks.
• Manages multiple tickets and works them in order of emergency to lowest priority.
• Identifies re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems.
• Works with third-party help desk vendors as applicable.
• Initiates timely communication of critical events to Store Support Team Leads.