Tier 2 Support Analyst
- Job Title
- Tier 2 Support Analyst
- Job ID
- Nashville, TN 37209
- Other Location
This role will work on a tier 2 support team for all store hardware and software systems. This requires an understanding of hardware design and interfaces including POS components and networking technologies.
Experience: 1-3 years of experience in technical support in a fast paced environment.
IT Specialized Skills: Linux, Windows, SQL
Other knowledge, skills or abilities:
• Knowledge of retail business processes • Ability to troubleshoot and resolve software and hardware problems over the phone. (This is a must) • Ability to write and execute SQL queries (This is a must) • Experience with basic network troubleshooting (This is a must) • Experience with basic Linux system administration (This is a must) • Experience with basic Windows 7 administration (This is a must) • Strong written and verbal communication skills (This is a must) • Demonstrate customer focus and ability to handle conflict positively • Problem solving skills and ability to develop creative solutions • Experience with the following tools is a plus: Service Now, Putty, RDP
Day to Day:
1. Provide Tier 2 Technical Support for Store Systems 2. Maintains timely communication with customers on work progress 3. Monitors and resolves proactive application alerts to improve store uptime 4. Make decisions to send replacement hardware and/or technicians to stores for issue resolution 5. Perform configuration updates to store devices 6. Create support documentation for Tier 1 team to assist with first call resolution 7. Triage deployment and environment issues 8. Make recommendations on opportunities for process improvements