Compunnel, Inc.
The Technical Support Specialist provides remote and on-site technical assistance for hardware, software, store networks, and applications.
The role involves troubleshooting issues, managing multiple tickets, and ensuring that all systems and equipment are operating efficiently.
The specialist will proactively identify and resolve technical problems to minimize downtime and improve the performance of store systems.
Key Responsibilities
Technical Support: Use remote tools and cloud technology to provide support for hardware, software, store networks, and applications.
Network and Equipment Monitoring: Manage simultaneous connections to multiple stores and equipment, prioritizing repairs based on severity and urgency.
Proactive Issue Resolution: Monitor data packet loss and resolve underlying issues to restore equipment functionality.
On-site Diagnostics: Provide verbal instructions for on-site diagnostics to ensure equipment is restored to full functionalit.
System Improvement: Determine actions to improve the performance and efficiency of store systems, equipment, and applications.
Software Installation: Follow proper processes for installing and upgrading software on newly installed devices, including fuel dispensers and tanks.
DVR Setup: Set up new DVR equipment, configure recording settings, and ensure proper naming conventions for multiple cameras.
Troubleshooting: Use remote tools to troubleshoot issues on legacy networks.
Ticket Management: Manage multiple tickets, working from high-priority to lower-priority tasks.
Recurring Issue Identification: Analyze case history to identify recurring issues and adjust the resolution process to prevent repeat problems.
Documentation: Interpret and follow procedures in the internal knowledge base and create knowledge base articles.
Vendor Coordination: Work with third-party help desk vendors to resolve issues.
Inventory and Parts Management: Maintain inventory and order parts as necessary.
Communication: Keep Store Support Team Leads informed of critical events in a timely manner.
Training and Development: Attend training sessions to stay updated on new troubleshooting procedures and technologies.
Other Duties: Perform other tasks and special projects as assigned by management.
Required Qualifications
Education: Associate degree in Computer Networking or 2 years of related experience. Specialized training in network communication, PC architecture, and application support. Strong understanding of store networks (hardware and software), PC architecture, wireless communication, routers, and third-party cellular devices. Knowledge of non-standard equipment that is not connected to the store network. Ability to prioritize and manage simultaneous connections to multiple stores and devices. Problem Solving: Capable of researching and resolving complex issues efficiently. Communication: Excellent verbal communication skills with the ability to explain technical concepts to non-technical individuals. Time Management: Ability to work under pressure, meet tight deadlines, and stay organized in a fast-paced environment. Physical Requirements: Ability to perform repeated bending, standing, and reaching. Occasional lifting of up to 40 pounds. Preferred Qualifications
Shift Flexibility: Willingness to work a variety of shifts, including second and third shifts, weekends, and holidays, understanding that the department operates 24/7/365. Team Collaboration: Strong understanding of intra-department functions and operations to foster collaboration across teams.
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Education: Associate degree in Computer Networking or 2 years of related experience. Specialized training in network communication, PC architecture, and application support. Strong understanding of store networks (hardware and software), PC architecture, wireless communication, routers, and third-party cellular devices. Knowledge of non-standard equipment that is not connected to the store network. Ability to prioritize and manage simultaneous connections to multiple stores and devices. Problem Solving: Capable of researching and resolving complex issues efficiently. Communication: Excellent verbal communication skills with the ability to explain technical concepts to non-technical individuals. Time Management: Ability to work under pressure, meet tight deadlines, and stay organized in a fast-paced environment. Physical Requirements: Ability to perform repeated bending, standing, and reaching. Occasional lifting of up to 40 pounds. Preferred Qualifications
Shift Flexibility: Willingness to work a variety of shifts, including second and third shifts, weekends, and holidays, understanding that the department operates 24/7/365. Team Collaboration: Strong understanding of intra-department functions and operations to foster collaboration across teams.
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