XTN-DC80585 | IT TECHNICIAN

About this role

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