IT / POS Systems Technician

TEKsystems•Muskegon, MI

2d•$22 - $22•Remote

About The Position

Our Client is looking to expand its team of technical experts to meet the needs of the ever-expanding client base they have throughout the world! The goal of our client is to provide the best combination of customer service and technical skills needed to maintain the complex Point-of-Sale systems utilized in our customer’s facilities. Employing a combination of email/phone support with the latest remote support capabilities the technician will provide technical assistance with various components such as: POS Software, Windows Servers, POS stations and peripherals, wired and wireless tablets, Self-Service Kiosks, Cloud-based CRM, and various serial and network connected devices.

Requirements

POS Software
Windows Servers
POS stations and peripherals
wired and wireless tablets
Self-Service Kiosks
Cloud-based CRM
various serial and network connected devices

Nice To Haves

CompTIA Certifications

Responsibilities

Evaluate and prioritize support requests via phone, voicemail, email and via internal requests
Analyze issue with on-site staff to determine the scope of the issue and customers’ attempts for resolution
Review available resources (knowledge base, manuals, team members, online resources) to determine the best path(s) for resolution
Remotely access customer systems as necessary to perform diagnostics
Provide guidance for basic system operation questions
Assist customers with firmware and software updates as needed
Assist installation teams remotely with installations due to hardware/software issues
Staging of replacement servers and clients in-house for remote installation
Document customer issue, resolution steps, and final resolution in ticket tracking system
Work with other technicians to evaluate issues for escalation that cannot be resolved using standard troubleshooting
Work with other technicians to create documentation for the Client's Knowledgebase