Field Support Technician II
- Mattress Firm, Inc
- Houston, Texas
- 5mo ago
- Full-Time
- On-site
...
The Field Support Technician II provides support to internal and external customers (3rd Party Field Technicians) in resolving level 1, 2 and 3 tickets related to Retail Technology, applications, and networking. This individual will adhere to, and assist in, upholding the standard service level agreement, as well as the support lifecycle that governs ticket resolution, escalation, and communication processes to ensure the highest quality of service to business partners, Stores and Distribution Centers.
Essential Responsibilities
- Provide excellent customer service and communication to users in person, by email, by MS Teams (phone, chat, video), or ITS ticketing system.
- Create service request tickets for all service request orders via ticketing system.
- Work with Internal IT Teams and External vendor support contacts to resolve technical problems with Retail Technology, network connectivity, software, and peripherals.
- Manage Service Desk tickets. Resolve and provide updates on escalated requests related to computers, printers, hardware, network and voice.
- Record and report on resolution of technical issues to end user and management as needed.
- Ensure that Systems Support practices are updated and standardized.
- Monitor systems to identify outages in a timely manner and participate in system maintenance.
- Identify, analyze and document trends to determine root cause of technical issues.
- Lead and support enterprise technical projects. Ensure timely and efficient execution while meeting SLAs and positive outcomes.
- Provide insights to alternative or modernized technology solutions or methods.
- Act as point of contact for 3rd Party technicians to resolve & troubleshoot technical issues, configure systems, and complete assigned projects/tasks.
- Lead 3rd Party technicians to install or troubleshoot Store and Distribution Center hardware and services as the Point of Contact until resolution.
- Configure and maintain Thin Clients, Tablets, VOIP phones, network firewalls, switches and various Store and Distribution Center equipment and infrastructure.
- Support End Users, such as Store and Field Users and DC Users, with resolving issues around Hardware, Infrastructure, Configuration or Software.
- Manage Audio/Visual equipment and ensure operational functionality.
- Maintain confidentiality of sensitive information.
- Participate in new hire training and contribute to optimizing team performance and processes.
- Complete all required training modules and certifications prior to the due date.
- Ensure all safety policies and procedures are followed to ensure a safe work environment for all.
- Communicate professionally with all internal and external contacts.
- Follow all Company policies and execute Company standards on appearance and functionality as well as appropriate brand representation.
- Communicate any concerns or issues to leadership to ensure proper efficiency of department and company operations.
Non-Essential Responsibilities
- Execute company initiatives and other activities requested by supervisor.
- Update job knowledge by participating in educational opportunities.
- Contribute ideas on ways to optimize or improve the team, the department, and the Company.
- Manage Audio/Visual equipment and ensure operating and uptime.
Education
- High School diploma or equivalent required
- Bachelor's Degree Computer Science, Information Technology, Networking, Business or related field and/or equivalent experience preferred
Professional Experience
- 5+ Years Technical Support Experience required
- 3+ Years Customer Service Experience required
Skills List
- Creative thinking skills including the ability to invent and develop original ideas and turn new and imaginative ideas into reality.
- Demonstrates critical thinking by identifying all aspects of a problem and understanding why a problem exists in order to develop a workable solution.
- Capable of adapting to new situations, changes, and shifts strategies to meet different types of challenges.
- Shows appropriate support to other team members to help them get the job done.
- Time management skills; ability to organize and plan time between specific activities.
- Skillful in proper use of tools, hardware, software and equipment to insure optimal functioning.
- Capable of upholding a high level of confidentiality.
Knowledge
- Intermediate knowledge in TCP/IP Networking and VLANs required
- Intermediate knowledge in Telecom hardware and technology required
- Basic knowledge in Wireless communication technology and devices required
- Knowledge of and prior experience working with Meraki Networking preferred
- Knowledge of and prior experience working with Audio/Visual technologies preferred
- Microsoft Office Products (TEAMS, Outlook, Word, Excel…)
- Microsoft Windows
- Remote access software
- Broad knowledge of hardware and software systems
- Broad knowledge of data networking
- Ticketing System for IT helpdesk Support
- VPN
- Remote Desktop
- Telephony, Internet and wireless
- Mobile Devices
Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!
DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY
Mattress Firm is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Mattress Firm is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
Related Jobs
Assistant Store Manager- Sales
- Mattress Firm, Inc
- Charlotte, North Carolina
- 1mo ago
- $55K – $62K
- Full-Time
- On-site
Field Training Specialist - South Pacific, CA
- Mattress Firm, Inc
- Chino, California
- 4mo ago
- $60K – $75K
- Full-Time
- On-site