XTN-DC80585 | IT TECHNICIAN
The primary role of the Operation Support Analyst I is to serve as a frontline technical support, addressing and resolving a wide range of technical issues faced by our users. This includes everything from minor software glitches and hardware malfunctions in a retail environment to systemic issues affecting software functionality and network infrastructure. This position offers the unique opportunity to act as a pivotal advocate for customers, ensuring their technical issues are addressed with urgency and precision. You will gain invaluable experience troubleshooting a variety of systems, including proprietary and third-party software, as well as Windows and Apple operating systems. The role provides a pathway to develop advanced technical skills in a supportive, team-oriented environment.
- Respond promptly to customer inquiries via phone and a ticketing system, ensuring effective communication and resolution of issues.
- Research and troubleshoot a variety of issues, advocating for customers to ensure their needs are met and issues are resolved thoroughly and efficiently.
- Document all interactions with customers to help refine troubleshooting processes and assist in the creation of a knowledge base.
- Escalate complex support issues to appropriate higher-level personnel when necessary.
- Work collaboratively with Operations Support Analyst II’s and other team members on troubleshooting challenging issues and executing special projects.
- Provide support for both hardware and software issues in the retail environment, including POS systems and network components.
- Maintain and update systems running on Windows 10, Windows 11, and Apple operating systems.
- Strong problem-solving skills with the ability to handle issues of varying complexity with minimal supervision.
- Proven ability to document and summarize technical interactions clearly and accurately.
- Experience with Windows 10, Windows 11, and Mac OS, including troubleshooting and configurations.
- Ability to communicate effectively with a diverse range of users and internal teams.
- Persistence and results-oriented attitude, with a track record of achieving tangible outcomes.
- Experience with ticketing systems and remote troubleshooting tools.
- Familiarity with networking concepts, including firewalls and routing.
- Ability to manage time and prioritize tasks effectively in a fast-paced environment.
- Strong teamwork skills, capable of working as part of a dedicated team to achieve common goals.
- Technical proficiency in supporting proprietary software and third-party applications commonly used in retail settings.
Originally posted on Himalayas