Technical Support Analyst

SymplyFi•Atlanta, GA

1d•$45,000•Onsite

About The Position

SymplyFi is currently seeking a full-time onsite Technical Support Analyst for their Atlanta Office. This position is an L1 tech support role that provides telephone-based technical support for the SymplyFi platform. The ideal candidate will have excellent customer service skills, relevant network-related IT certifications, and a bachelor's degree from an accredited college. This position requires working rotating weekend and 2nd shifts as scheduled. Experience working in a restaurant or other retail sales environment is a strong plus.

Requirements

2 years of telephone based customer service or IT helpdesk experience
2 year of experience with PC network & Internet connectivity troubleshooting using ping, traceroute, cable tracing, DNS lookup (School, Certification or Personal home lab experience is ok)
Basic TCP/IP networking knowledge from school or IT certification including including IP addresses, TCP/UDP ports, MAC Address, ARP, DHCP, DNS, IP subnetting & Ethernet.
Excellent customer service and communication skills - enjoys helping non-technical users resolve IT issues
Positive, outgoing service oriented disposition - enjoys working with diverse customers over the phone.
Available to work weekends and 2nd shift (11am to 8pm) as scheduled

Nice To Haves

Experience working in the restaurant, hospitality or retail industry
Experience with retail technologies like POS systems

Responsibilities

Work full-time onsite, in the office, as scheduled - including weekend shifts.
Create and document helpdesk support tickets to track customer issues.
Follow documentation & workflow procedures to troubleshoot, resolve or escalate customer issues.
Remotely troubleshoot Layer 1, 2 and 3 network connectivity issues
Remotely troubleshoot and resolve network issues with customer end-user devices including POS, Windows/MAC PCs, tablets and VoIP phones.
Monitor customer site status dashboard and proactively respond to outages.