Job description
General Summary:This position will be responsible for proactive monitoring, ongoing daily customer support, prioritization of escalations and issue resolution for Store’s connectivity. Analyst will be responsible for monitoring, reporting and escalating repairs of the DT/FD store’s network. Current network(s) are multi-vendor.
Principal Duties & Responsibilities:
Communicate with store associates, engineers and management during trouble resolution or escalation for chronic, and aged tickets. Coordinate network operations, maintenance, repairs, or upgrades with vendors/network engineer (ISS/Trexel) to address site’s needs. Update database(s) and documentation as part of the troubleshooting efforts. Develop procedures for troubleshooting, tracking, and reporting repair efforts Assist with driving performance with vendors Monitor and analyze network performance and data input/output reports to detect problems. Participate in network technology upgrade or expansion projects, including monitoring of hardware and network services throughout the projects with vendors Design, organize, and deliver product awareness, skills transfer, and product education sessions for new associates Works daily proactive reports related to polling/connectivity. Other duties as assigned
Position Requirements:
Office work environment, 40+ work hours per week
Minimum Requirements:
Education: 2 year IT Degree from a technical institute, college or university or equivalent experience required. Experience: 2 years of contact center advanced technical support Job Related Skills: Networking, Communications, VOIP
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