Its Support Technician (Remote)

iSphere is searching for an ITS Support Technician local to Houston to provide level 3 support for an on-going opportunity to internal and external customers in resolving issues with computers, applications, and related technologies. Successful candidates must have Networking experience. A BIG plus for a candidate would be someone who has field tech and field service experience.

Key Responsibilities:

• Take the lead on critical customer incidents associated with customer communication, activities, and any appropriate escalations
• Ensure that Service Desk practices are updated and standardized
• Provides support in the use of POS applications or related third-party products by providing solutions,

workarounds, and advice promptly.

• Support business partners by proactively maintaining high-level technical operational expertise, and

understanding of business needs.

• Creates service request tickets for all service request orders via Ticketing System.
• Resolves Service Desk requests with computers, printers, hardware, and applications.
• Provides status updates to end users while escalating issues appropriately.
• Monitor systems to Identify outages promptly.
• Provides quality customer service in person, by phone, and by e-mail
• Record and report on resolving technical issues to end users and management as needed.
• Assists stores with reconciling tickets, accounting, billing, payment, and refund issues.
• Provide exceptional customer support guidance to ITS Support Technicians.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals

Knowledge Requirements:

• Networking – VPN/VLAN
• Remote access software
• Microsoft Office Products
• Cisco Meraki
• Broad knowledge of hardware and software systems
• Ticketing System
• Remote Desktop
• Exchange/Active Directory
• Good working knowledge of IP addresses
• Telephony, Internet and wireless
• Mobile Devices
• Basic math

Professional Experience:

• IT Networking
• 5+ years of technical support experience
• 5+ year customer service experience
• Retail and/or Technology background preferred
• Experience with supporting IT projects

Education/Training:

• High School diploma or general education degree (GED), three years or more related experience or

training, or equivalent combination of education and experience.

• Ability to read and interpret reports and documents such as safety rules, maintenance instructions, and

procedure manuals.

• Ability to prepare reports and correspondence