Compunnel, Inc.
The Technical Support Specialist provides remote and on-site technical assistance for hardware, software, store networks, and applications.
The role involves managing simultaneous connections, troubleshooting issues, providing technical support, and ensuring equipment and systems function efficiently.
The ideal candidate will have strong technical skills, a proactive approach to problem-solving, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
Technical Support: Use remote tools and cloud technology to provide technical support for hardware, software, store networks, and applications.
Equipment Troubleshooting: Manage simultaneous connections to multiple stores and pieces of equipment; prioritize repairs based on urgency and severity.
Network and Equipment Monitoring: Monitor data packet loss to identify and resolve issues in store networks or specific equipment to restore full functionality.
Proactive Issue Resolution: Identify and correct issues before stores are aware of them by leveraging cloud and web-based applications.
Improvement of Store Systems: Determine the best solutions to improve performance and efficiency of store systems, equipment, and applications.
On-site Diagnostics: Provide clear verbal instructions for onsite diagnostics and ensure that equipment functions properly.
Software Installation: Complete proper procedures when installing software and ensure successful installation on new equipment.
Field Support: Direct field personnel during the installation of new equipment onto the store network and configure new devices.
Configuration and Upgrades: Set up and upgrade software on new devices, including fuel dispensers and fuel tanks.
DVR and Camera Configuration: Set up new DVR equipment, configure recording settings, and ensure proper naming conventions for multiple cameras.
Ticket Management: Manage and prioritize multiple tickets from emergency issues to lower-priority tasks.
Problem Identification: Identify recurring store issues, analyze case histories, and implement resolutions to minimize repeat problems.
Documentation: Read, interpret, and follow procedures from the internal knowledge base and provide documentation for knowledge base articles.
Vendor Coordination: Work with third-party help desk vendors as necessary to resolve issues.
Inventory and Parts Management: Maintain inventories and order parts as needed to ensure efficient operations.
Communication: Initiate timely communication of critical events to the Store Support Team Leads.
Training: Attend training sessions to stay current with new troubleshooting procedures and technology.
Additional Duties: Perform other duties or 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. Complete understanding of store networks (hardware/software), PC architecture, wireless communication, routers, and third-party cellular devices. Knowledge of non-standard equipment not connected to the store network. Problem Solving: Ability to manage multiple simultaneous connections, prioritize repairs, and resolve issues effectively. Communication: Excellent verbal communication skills with the ability to explain technical information in layman’s terms. Organization and Time Management: Ability to work in a fast-paced environment, stay organized, and meet deadlines. Physical Requirements: Ability to perform repeated bending, standing, and reaching. Occasional lifting of up to 40 pounds. Preferred Qualifications
Shift Flexibility: Available to work a variety of shifts, including second and third shifts, weekends, and holidays, with the understanding that the department operates 24/7/365. Team Collaboration: Excellent understanding of intra-department functions and operations to foster effective collaboration across teams.
#J-18808-Ljbffr
Education: Associate degree in Computer Networking or 2 years of related experience. Specialized training in network communication, PC architecture, and application support. Complete understanding of store networks (hardware/software), PC architecture, wireless communication, routers, and third-party cellular devices. Knowledge of non-standard equipment not connected to the store network. Problem Solving: Ability to manage multiple simultaneous connections, prioritize repairs, and resolve issues effectively. Communication: Excellent verbal communication skills with the ability to explain technical information in layman’s terms. Organization and Time Management: Ability to work in a fast-paced environment, stay organized, and meet deadlines. Physical Requirements: Ability to perform repeated bending, standing, and reaching. Occasional lifting of up to 40 pounds. Preferred Qualifications
Shift Flexibility: Available to work a variety of shifts, including second and third shifts, weekends, and holidays, with the understanding that the department operates 24/7/365. Team Collaboration: Excellent understanding of intra-department functions and operations to foster effective collaboration across teams.
#J-18808-Ljbffr