Position 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.
Key Responsibilities:
- Update database(s) and documentation as part of the troubleshooting efforts.
- Assist with driving performance with vendors
- Coordinate network operations, maintenance, repairs, or upgrades with vendors/network engineer (ISS/Trexel) to address site’s needs.
- Design, organize, and deliver product awareness, skills transfer, and product education sessions for new associates
- Develop procedures for troubleshooting, tracking, and reporting repair efforts
- Participate in network technology upgrade or expansion projects, including monitoring of hardware and network services throughout the projects with vendors
- Other duties as assigned
- Communicate with store associates, engineers and management during trouble resolution or escalation for chronic, and aged tickets.
- Works daily proactive reports related to polling/connectivity.
- Monitor and analyze network performance and data input/output reports to detect problems.
Required Education & Experience:
- Experience: 2 years of contact center advanced technical support
- Job Related Skills: Networking, Communications, VOIP
- Education: 2 year IT Degree from a technical institute, college or university or equivalent experience required.