Tier 2 System Support Technician

If you are an IT Professional looking for exponential career growth and development, you are going to love working at Gensco! We have an exciting opportunity for a Tier 2 System Support Technician, to help support an incredible Team at our new Distribution Center in Salem, Oregon!

Summary

• Provide advanced technical support for Epicor P21, Pathguide, Global Shop, Office 365, and other business software-related issues
• Collaborate closely with the Tier 1 Technicians, handle escalated problems, conduct in-depth troubleshooting, ensure timely resolution, and provide mentorship to Tier 1 Technicians
• Expertise in ERP-based software and complex issue resolution will be vital in addressing challenges during non-business hours

Duties and Responsibilities

• Handle escalated software and hardware-related issues from Tier 1 Technicians and assist with timely resolution.
• Conduct in-depth troubleshooting and analysis to identify root causes of complex technical problems related to software.
• Perform thorough hardware troubleshooting to identify and resolve complex hardware-related issues.
• Collaborate with IT Teams, Software Vendors, and Engineers to find solutions for escalated items.
• Provide guidance and mentorship to Tier 1 Technicians to enhance their knowledge and problem-solving abilities.
• Participate in ongoing training to stay updated on software trends, enhancements, and advanced troubleshooting techniques.
• Monitor servers during non-business hours, promptly identifying and resolving potential issues to prevent service interruptions and data breaches.
• Collaborate with other Tier 2 Technicians for knowledge transfer and support consistency.
• Develop extensive knowledge of software operations, optimizing performance.
• Assist in testing and implementing software patches, updates, and configurations.
• Document all support interactions in the ticketing system, including issue details and resolutions.
• Communicate technical solutions and next steps to End-Users professionally.
• Perform other duties as assigned by the Supervisor.
• Maintain a minimum of 75% resolution rate for escalated Tier 2 issues.
• Achieve an average of 25 hours for resolving complex issues.
• Collaborate on 2 cross-functional solutions with IT Teams and Vendors quarterly.

Skills and Qualifications

• Proven experience (minimum of 2 years) in providing Tier 1 technical support, preferably with a focus on Pathguide or similar software
• Expertise in troubleshooting complex software issues, including database-related problems, errors, and system performance
• Strong knowledge of IT infrastructure, networking, and related technologies
• Excellent analytical and problem-solving skills
• Advanced understanding of IT ticketing systems
• Exceptional communication and interpersonal skills
• Ability to work independently during non-business hours and handle critical issues