Store Support Technician


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Location

NY-Westbury

Classification

Full-Time

Description

The Support Technician provides first-level support for all calls and tickets coming into the Barnes & Noble Store Systems Help Desk.

Essential Functions

? Troubleshoot, diagnose and resolve technical issues from all stores.
? Ensure all activity is clearly documented in the issue tracking system.
? Place and expedite service calls with our outside vendors when on-site assistance is required.
? Escalate any store issues as necessary to the proper level of support.
? Provide proper follow up of all unresolved issues regarding not only calls personally received, but any open calls in our system.
? Identify and communicate any patterns or trends of incoming calls to Help Desk Management.
? Provide technical or logistical support to any projects as assigned.

Qualifications

? Associate’s degree or technical school certificate required along with 1-2 year’s related experience, preferably in a Call Center environment
? Ability to work a flexible schedule based on business needs
? PC hardware and troubleshooting knowledge
? General knowledge of Microsoft Operating systems. Knowledge of Apple devices a plus. (Windows 7, 8.1,10 and Windows Server 2012 operating systems)
? Basic WAN/LAN knowledge
? Basic understanding of TCP/IP Network devices and Printers. (General network connectivity issues)
? Knowledge of Dell and HP PCs a plus
? Knowledge of Dell PowerEdge Server a plus
? Knowledge of Cisco and Meraki Routers and switches a plus
? Knowledge of Meraki Access Points a plus
? Excellent written and verbal communication skills and analytical, problem-solving skills
? Strong focus on customer relationships and the ability to work and collaborate in a team environment
? Experience with Phone Support for a large Enterprise
? Experience with Remote access tools, single sign on solutions, and utilizing basic Active Directory tools.
? Strong multi-tasking skills and a strong work ethic
? Must be able to work a schedule from Tuesday - Saturday, 12 noon - 8:30 pm, with flexibility for future schedule changes. There will be an initial 2 weeks of training from Monday - Friday, 9:00 am - 5:30 pm.

 

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