Sr Support Technician
About The Position
The Sr Support Technician works in a fast-paced environment to meet employees’ end-to-end technology needs across headquarters, stores, regional offices, distribution centers, and remote locations. The role focuses on enabling employee productivity and delivering responsive, high-quality customer service through multiple support channels, both onsite and remotely. The technician identifies opportunities for service improvements, collaborates with teammates to share knowledge and develop processes, and works with cross-functional partners to reduce system complexity and introduce scalable technology.
Requirements
- Some experience in a technology support role, particularly with iOS and Windows environments.
- Basic knowledge of operating systems and emerging technologies.
- Strong organizational skills and the ability to prioritize tasks and meet deadlines.
- Good communication and interpersonal skills, with a willingness to collaborate across teams.
- Familiarity with hybrid enterprise environments.
- Familiarity with supporting executives and the urgency that support requires.
Nice To Haves
- Interest in learning about agile methodologies and innovation testing.
Responsibilities
- Deliver end-user device hardware and application support across support channels, troubleshooting and resolving issues professionally and promptly.
- Resolve complex reported problems involving hardware, operating systems, applications, security and software updates, materials handling systems, and configurations by addressing root causes or applying approved workarounds.
- Collaborate with technical project teams and external vendors to develop productivity and efficiency solutions using knowledge of end-user and infrastructure systems.
- Recommend procedures for routine and complex end-user technology issues, including issues without existing policies or processes.
- Train and provide technical support and onboarding to new team members, and advise and mentor junior team members.
- Manage projects and program execution within the area of specialty and ensure work quality based on employee feedback and expectations.
- Assist in managing and optimizing Apple and PC devices and applications.
- Ensure smooth operation and integration across technology platforms, including Macs, iPads, iPhones, and PCs.
- Provide technical support and troubleshoot technology-related issues through timely resolution.
- Work with the technical support team to research emerging technologies and market trends that align with Gap Tech strategic goals.
- Identify opportunities to use software and technology to improve productivity and efficiency.
- Help implement innovative solutions, collaborating with team members to encourage adoption and maximize benefits.
- Support cross-functional projects integrating innovations into business workflows.
- Help monitor project timelines and deliverables to support successful implementation.
- Collaborate with external vendors to explore technology solutions, manage vendor relationships, and support service delivery.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
