Job Summary:

Responsible for the 1st and 2nd level support of all store locations. Also responsible for store installations and initial POS training of store operation personal.

Job Responsibilities:

• Answering inbound level 1 and 2 Support Calls from stores.
• Performing level 1 problem determination on a multiple applications software and hardware components.
• Must be able to travel to perform POS hardware/software installations.
• Resolving store and user problems to satisfaction.
• Escalating difficult calls to level 2 and 3 teams / vendors when required.
• Maintaining awareness of all software and hardware upgrades and deployments.
• Experience with data polling with communication software.

Knowledge, Skill and Ability:

• Must possess a proven technical background.
• Proficient in MS Office, pcAnywhere and other communication software.
• Must be flexible and available to provide off-hours support.
• Strong organizational skills, is able to work independently and can maintain professionalism under pressure.
• Excellent customer service skills.
• Good problem-solving skills and a sense of urgency for solving issues.
• Good organizational and time management skills.
• The ability to multi-task and to be able to accept procedural and application software changes.
• Knowledge of DOS and Windows operating systems.
• Excellent verbal and written skills are a must.

Education and Experience:

• College degree preferred; equivalent and relevant experience considered.
• Knowledge/experience of retail software/hardware and Point of Sale system.
• Strong analytical skills.
• Working experience with Windows 98/NT/2000/XP.
• Previous retail experience preferred.
• Must be able to work 11 pm to 8 am, Tuesday through Saturday