· Respond to phone calls, ticket submissions, and deskside support in order of priority. Ticket triaging, proper ticket prioritization, and timely customer communication skills required. Must be highly organized and good communicator.
· Provide rapid and customer focused support as required by goals.
· Proper time management skills will be required to juggle the many support calls (written tickets, verbally, and/or in-person.)
· Work with Hardware vendors to acquire, image, deploy, and ship pc's to corporate support locations. This includes logistical work between corporate departments as well as the maintenance of the hardware inventory system.
· Maintain knowledge and build experience in technical challenges and recommend solutions as deemed appropriate. Ability to create automations or create efficiencies will be critical for this role.
· Stay ahead of industry trends and new and improved processes and systems
· Coordinate implementation of system changes, upgrades, and modifications according to business needs to include proper change management.
· Proactively identify and help solve inefficiencies within the work environment.
· Self-directed and motivated to ensure quality customer support and proactive maintenance of the Corporate IT environment.
· Ability to work with systems administrators, network engineers, and other IT Corporate support analysts located in the store support center in call center by phone to quickly resolve IT problems requiring escalation.
· You have acquired a broad knowledge of all systems and have become a Subject Matter Expert in one or more disciplines within the IT field (Systems Admin, Network Admin, Security, Telecom etc)
· Superior customer support and ability to work with a diverse group of personalities.
· Requires onsite regular business hours attendance. This is not a remote role
Bachelor's degree preferred, preferably in an IT or Systems Administration discipline from an accredited four-year college or university or equivalent experience.
· Previous experience within wireless retail, technical services, telecom, or similar technology preferred
· Proven ability to work autonomously, identifying problems, and solving independently
· Ability to work after hours and on weekends
· Previous experience with Meraki a plus
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