Intermediate Technical Support Analyst to provide level 2 support and troubleshooting issues end to end for POS/Retail stores for our telecommunication client - 93292
S.i Systems
15d ago

REQUEST ID : 93292

JOB TITLE : Technical Support

DURATION : 1 year


Intermediate Technical Support Analyst to provide level 2 support and troubleshooting issues end to end for POS / Retail stores for our telecommunication client - 93292

Job Overview : This position supports our telecommunication client’s retail stores; this resource will be doing second level support troubleshooting complex issues.

They will be responsible for troubleshooting problems with POS, Printers, Wifi, Network connectivity etc. and will be required to dispatch and support third party vendors.

Responsibilities :

  • Primary responsibilities include support and maintenance, production scheduling and control, reports distribution, print center operation, ensuring support for agreed upon IT service levels, as well as backup and recovery capacity for any of the IT infrastructure component areas.
  • This includes the following broad technology areas : computer servers and storage support, network and voice support, market data support, security administration, database administration, web administration and data center management.
  • They are primarily responsible for identifying production issues or taking support calls from their business clients and for managing production incidents from inception to resolution.
  • This often involves working with application developers or engineers to ensure solutions meet long term goals.

  • They may also undertake a wide variety of project work. This could include the following areas : implementation of new technologies;
  • testing and roll-out of configuration, application and operating system upgrades; deployment of security hot-fixes and patches;
  • addressing Audit and Regulatory requirements.

  • User and Production Support professionals must have excellent client relationship skills and a solid understanding of the IT business.
  • Typically acts as a first point of escalation.
  • Participating in the interview process for new hires.
  • Providing input for performance reviews.
  • Must Haves :

  • 5+ years’ experience of POS / retail support for HW / SW issues end to end ( Printers, Wifi, Network connectivity )
  • 3+ years of experience in providing Level 2- Technical support
  • Nice to Haves :

  • Undergraduate degree or equivalent and 1-3 years of applied technical experience.
  • Working knowledge of industry standard architectural tools, processes and frameworks.
  • ITIL
  • Help Desk / Entry Level Desktop Support Technician 5 - 7 years Networks and Infrastructure Network Technician 2 - 4 years Please describe your experience in providing level 2 technical support. (2 - 4 years)

    Please list your experience in supporting POS / Retail stores end to end. (5 - 7 years)


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