XTN-AC21814 | IT TECHNICIAN
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Job Function Summary
Provides first-level and second-level technical support to end users by troubleshooting and resolving hardware, software, operating system, network, and application issues. Acts as a customer advocate, manages support tickets, escalates complex issues when necessary, and supports IT operations to ensure business continuity.
Key Functional Areas
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Help Desk / Service Desk Support
- Respond to user requests via phone and ticketing systems.
- Perform incident management and request fulfillment.
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Technical Troubleshooting
- Diagnose and resolve hardware, software, operating system, and application issues.
- Support Windows 10, Windows 11, and Apple operating systems.
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IT Operations Support
- Assist with store outages, firewall, routing, DNS, and Active Directory-related issues.
- Escalate complex problems to higher-level support teams.
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Customer Support & Service
- Act as a customer advocate and ensure timely resolution of issues.
- Maintain accurate documentation and ticket updates.
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IT Infrastructure Support
- Support retail hardware environments and business applications.
- Participate in operational projects and special initiatives.
- Health Insurance/HMO upon hiring + 2 free dependents upon regularization
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
- Respond to end-user support requests received through phone calls and the ticketing system.
- Diagnose, troubleshoot, and resolve technical issues, escalating complex incidents to the appropriate support personnel when necessary.
- Serve as a customer advocate by ensuring issues are researched, tracked, and resolved in a timely manner.
- Document, update, and summarize user interactions accurately for tracking, reporting, and knowledge management purposes.
- Provide technical support for proprietary business applications, third-party software, and related systems.
- Troubleshoot and support hardware devices used within the retail environment.
- Assist in resolving issues related to password resets, store outages, firewall configurations, routing, software defects, and feature requests.
- Collaborate with Operations Support Analysts and other IT teams to resolve complex technical issues and improve support capabilities.
- Participate in IT operations projects, system enhancements, and special initiatives.
- Provide support and administration assistance for Windows 10, Windows 11, and Apple operating systems.
- Maintain a high standard of customer service while supporting business users and operational systems.
Technical Skills
- Technical support and help desk experience (minimum 1 year preferred)
- Strong troubleshooting and problem-solving skills
- Knowledge of Microsoft operating systems, including Windows 10 and Windows 11
- Basic knowledge of Apple operating systems
- Basic understanding of firewall technologies and network routing
- Basic knowledge of Active Directory administration
- Basic knowledge of DNS (Domain Name System)
- Ability to support hardware, proprietary software, and third-party applications
- Familiarity with ticketing systems and incident management processes
Soft Skills
- Exceptional customer service and customer advocacy skills
- Strong verbal and written communication skills for documenting and reporting issues
- Ability to work effectively in a team environment
- Results-oriented mindset with persistence in resolving issues
- Ability to manage stress and adapt to changing priorities
- Time management and organizational skills
Core Competencies
- Problem Solving
- Results Orientation
- Teamwork and Collaboration
- Technical Expertise and Continuous Learning
- Customer relationship management
- Conflict resolution
- User training and coaching
- Presentation and communication skills
- Stakeholder management
- Attention to detail
- Time management
- Ability to prioritize multiple tasks
- Adaptability in fast-paced environments
- Process improvement mindset