POS Support Analyst –– Should have POS and Scripting experience Location – Seattle, WA – remote ok – must be willing to work PST Duration – 6 months
U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor currently
Role Experience needed:
Experience installing, upgrading troubleshooting and handling POS break/fix issues
Experience with Audio Visual components and video conference room systems
Strong PC and other hardware technical skills (Setup, Configuration and Troubleshooting)
Expert knowledge of Windows 7/10 operating systems
Experience in different tools like VNC, Remedy /Service Now, Marimba, PowerShell Scripting, Splunk, PagerDuty
Working knowledge of current mobile and tablet technologies
Knowledge of networking principles and remote access technologies ability to understand the store network & interdependencies
Navigate remotely on Power connection, interface cables and internal wirings for both front office as well as in back office.
Experience in collaboratively working with field technicians to new installation/replacement of hardware, cables, wiring and deployment of new images
Experience in building the KBA/SoP for the team
Experience in analyzing logs to address the issues & to identify and document the root causes
Ability to provide support in a high-paced customer-focused environment
Ability to successfully manage multiple priorities at a time
Excellent team player who collaborates well with others
Strong written and verbal communication skills including excellent phone support skills
Good interpersonal skills, working with non-technical resource to resolve technical issues.
Pro-active self-starter that seeks out information and is able to work independently
Ability to estimate your workload, provide accurate timelines and meet deadlines
Strong attention to detail, critical thinking and quick learner
Role description:
Support POS hardware, networking and troubleshoot issues (Client RP9, Toshiba Wave, PEDs, Epson/Bixolon labeler, Digital Order Manager, Client Elite800 AiO, Client DL20)
Support POS software, device driver, operating system (windows 7/10, Symphony PoS )
Evening and weekend support needed on rotation basis
Work with Help Desk and Application team members on POS deployments, software upgrades, troubleshooting issues and other special projects as needed
Ensures quality customer service is provided at all times and refers more complex user problems to appropriate second- or third-level support groups for follow-up and resolution.
Monitors daily workflow of the Service Desk team during assigned shift and delegates tasks as necessary to ensure completion within established service level agreements.
Provides continuous on-call support for critical user problems.
Provides input to Enterprise Help Desk (EHD) supervisors and manager for improvements in departmental processes and procedures.
