Technical Support – Provides Tier II technical support via telephone, email, online or on-site to end users on a variety of technical issues and problem resolution techniques.

• Determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem
• Provide on-site support for remote IT groups such as Network and System Engineering
• Evaluate reported problems, determine issue severity, and collaborate with other IT departments to resolve the reported issue
• Identify, troubleshoot, research, and resolve routine technical problems
• Follow established policies and procedures for accessing a user's system remotely
• Work to develop additional technical knowledge and skills
• Provide practical solutions to a wide range of applications/technology problems/issues
• Identify repeatable incidents and create KnowledgeBase articles for the Incident Management system
• Develop and maintain documentation of assigned tasks, requests, and incidents
• Drive resolution of medium to high complexity customer reported issues via remote support and on-site visits Areas of responsibility include installing, troubleshooting, configuring, and maintaining office and warehouse computer equipment (e.g. desktops, laptops, monitors, scanners, multi-function printers, tag printers, tablets and cell phones)

• Bachelor’s Degree or equivalent work experience in a related field required
• 3+ years’ experience providing IT support in a warehouse/office environment required
• 3+ years’ experience with all Microsoft Office products required
• 3+ years’ experience supporting Warehouse automation products (Wireless access points, Thin Clients, RF scanners, and label printers) required
• 3+ years’ experience with various end user computing devices (PCs, Laptops, tablets, cell phones, and printers) from major manufacturing companies required
• Working knowledge and experience with troubleshooting network issues
• Excellent troubleshooting and analytical skills required
• Excellent customer service skills, with an ability to work with people with various technology backgrounds

 

Other:

• Location: Cypress, CA or Phoenix/ Scottsdale, AZ (remote, especially the position in AZ, but lots of travel required. However, if Cypress based they may need to come to the office from time to time)
• Temp- Hire

Posted On: Thursday, January 20, 2022