Job Description
Job Summary:
Our client is seeking a Technical Support Specialist to join their team! This position is located in Enon, Ohio.
Duties:
- Provide remote technical support for store hardware, software, networks, and applications using cloud and web-based tools
- Manage simultaneous connections to multiple store locations and devices, prioritizing incidents by severity and business impact
- Monitor network performance and data packet loss across entire store networks or individual devices and implement corrective actions
- Identify and resolve issues before they impact store operations
- Troubleshoot issues across current and legacy network environments
- Direct and support field personnel during installation of new equipment on store networks
- Install, configure, and upgrade software on newly deployed devices
- Implement software changes for fuel dispensers and fuel tank monitoring systems
- Set up and configure DVR equipment, including camera naming conventions and recording settings
- Manage multiple incident tickets concurrently, working them in order of emergency priority
- Analyze case history to identify recurring issues and recommend improved resolution strategies
- Provide clear verbal instructions to onsite personnel when hands-on diagnostics or repairs are required
- Communicate critical events and outages to Store Support Team Leads in a timely manner
- Coordinate with third-party help desk vendors as needed
- Follow and contribute to internal knowledge base documentation and standard operating procedures
- Create and update knowledge base articles to support repeatable solutions
- Maintain equipment inventories and order replacement parts as required
- Participate in required training to stay current with new technologies and troubleshooting procedures
- Support special projects and additional duties as assigned
Desired Skills/Experience:
- Associate degree in Computer Networking or a related field or equivalent professional experience
- Specialized training in network communications, PC architecture, or application support preferred
- Prior Help Desk, Service Desk, or Technical Support experience preferred
- Experience supporting networked hardware and applications in a distributed or retail environment a plus
- Strong understanding of store networks, including hardware, software, routers, wireless communications, and third-party cellular devices
- Ability to support both standard and non-standard equipment, including systems not directly connected to the corporate network
- Proven ability to manage multiple concurrent issues while prioritizing effectively
- Strong analytical and problem-solving skills
- Excellent verbal communication skills with the ability to explain technical concepts to non-technical users
- Highly organized, detail-oriented, and able to perform well under pressure
- Comfortable working in a fast-paced, 24/7 operational environment
- Ability to perform repeated bending, standing, and reaching
- Ability to occasionally lift up to 40 pounds
- Willingness to work a flexible schedule, including second and third shifts, weekends, and holidays
Benefits:
- Medical, Dental, & Vision Insurance Plans
- Employee-Owned Profit Sharing (ESOP)
- 401K offered
The approximate pay range for this position is between $16.00 and $23.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
Job Tags
Local area, Flexible hours, Shift work, Weekend work,