Job Summary

Support Technician

  • Location:
    Irving , Texas
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temporary
  • Job reference:
    US_EN_3_106068_321160

A Technical Support job in Irving, TX is available courtesy of Modis. You must have two or more years of related experience for technical support. You will provide telephone support to field technicians via multiple methods while they install hardware at client sites. You will provide excellent customer support to internal and external clients. Responsible for accurate tracking and documentation of installation timeline and any problems that arise. Responsible to insure timely installation of various pieces of hardware.

Technical Support job responsibilities include:
• Phone Support receiving Customer and Retail Solutions personnel support calls
• Managing Customer and Retail Solutions personnel support calls including:
o Logging and support through trouble shooting or advising
o Logging and escalating or routing call as required
• Provide case status updates to Customer and Retail Solutions personnel
• Troubleshoot and perform root cause analysis of reported incidents when they relate to retail solutions hardware, computer and peripherals
• Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Retail Solutions support systems
• Provide Event Management support including
o Daily monitoring / checks
o Logging of noted issues
o Troubleshoot or assist in troubleshooting of data center related issues

QUALIFICATIONS:
 Education: High school diploma or equivalence and: BS Degree, technical school graduate, electronics training, or equivalent experience
 Experience: Two or more years of related experience for technical support
 Certifications, Licenses, etc.
 Strong understanding of:
- computer equipment installation, configuration and troubleshooting
- Point of Sale (POS) equipment installation, configuration and troubleshooting
- network equipment installation configuration and troubleshooting telephone customer support skills
 Solid data entry in ticketing systems (i.e. Remedy, PeopleSoft)
 Basic Microsoft Suite Usage (Win2K3, Office Suite, Excel, etc.).
 Basic SQL scripting experience
 Minimum two (2) years technical support experience
 Ability to type 35+ WPM
 Must be able to work under pressure and tight deadlines
 Enthusiastic and driven to interact with customer and Retail Solutions division personnel including:
- Support Center Team member
- Retail Solutions division engineering staff
- Management and Administrative
 Excellent verbal/written communication and presentation skills required
- Must be able to read, write and speak professional business English
- Expert customer relationship skills – ability to communicate professionally in high-pressure situations
 Must have basic math and calculation experience
 Remote management knowledge is highly preferred
 Virtual desktop knowledge highly preferred
 Batch experience nice to have

If you are interested in this Technical Support job in Irving, TX then please click APPLY NOW. For other opportunities available at Modis go to www.modis.com. If you have questions about the position, please contact Angela Johnston at 434-207-4560 or angela.johnston@modis.com

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
EEO is the Law (poster) | EEO is the Law (poster supplement) | Reaffirmation of Affirmative Action Policy Statement