Job Description
Role: POS Support Analyst
Location: Seattle, WA or Remote
Duration: 12+ Months
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 offices as well as in the 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 resources 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 (HP RP9, Toshiba Wave, PEDs, Epson/Bixolon labeler, Digital Order Manager, HP Elite800 AiO, HP DL20)
- Support POS software, device driver, operating system (windows 7/10, Symphony PoS )
- Support AV/Video/Display components in the retail Café & Drive through stores
- Evening and weekend support needed on a 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 shifts 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 managers for improvements in departmental processes and procedures.
