Job description

Summary:
This position is part of the Sunoco Retail Technical Help Desk. The Technical Help Desk provides Point of Sale support for all Sunoco Retail locations and their partners. Support is provided 7 days a week including after hours on call. All support is provided over the phone.
Essential Duties and Responsibilities:

• Troubleshoot customer issues relating to various hardware and software packages using pertinent questions, remote troubleshooting and walking customers through problem solving process
• Respond to queries by phone, email or ticketing system
• Ensure accuracy and completeness of logged ticket information to support reporting and escalations
• Escalate to and work with onsite vendors as required to resolve issues
• Follow up with customers to verify issues have been resolved
• Work to resolve tickets within established SLA’s
• Assist with software patch deployment projects and monitoring
• Submit KB articles for issue resolution and software support to team leads
• Provide positive customer support experience
• Provide after-hours support on a rotational basis

Requirements:
Education and/or Experience, Knowledge, Skills & Abilities:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements for this position are listed below:

• 2-3 years of experience in IT, Windows based desktop and/or POS (Point of Sale) support
• Experience with ticket tracking systems and meeting ticket resolution SLAs
• Experience with Local Area Networks, Wide Area Networks
• Experience resolving standard Windows desktop issues, and basic understanding of PC and POS networking
• This position requires strong customer service, written, and verbal communication skills

Preferred Qualifications:

• Experience supporting POS (Radiant, VeriFone, Fiscal, Passport, etc.) in a c-store environment would be helpful, but not required
• Experience with desktop support tools and the ability to quickly learn new tools and technologies

Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Usually, normal office working conditions.
• Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.

#LI-KM1

EOE

Job Type: Full-time

Pay: $1.00 - $2.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 2 years

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• IT: 2 years (Preferred)
• ticket tracking systems: 2 years (Required)
• supporting POS: 1 year (Preferred)

Work Location: One location

arclintfl.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, arclintfl.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, arclintfl.com is the ideal place to find your next job.