Specialist, Technical Support Center

Summary:

Provides technical troubleshooting by remotely connecting to equipment in stores and by accessing web-based applications; supports multiple pieces of hardware, networks, platforms and web-based applications; determines if the root cause of a problem is part or a combination of hardware, network or software related issues, and recommends and/or implements solutions.

Responsibility:

• Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications

• Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which repairs are made in order of emergency priority

• Monitors the severity of data packet loss either to the entire store network or specific pieces of equipment. Provides the best solution to resolve the underlying problem to bring equipment up to full functionality

• Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications

• Determines the best course of action to improve performance and efficiency of store systems, equipment and applications

• Provides accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality

• Understands and completes proper processes when installing software

• Directs field personnel in installing new equipment that is going on the store network

• Configures and upgrades software on newly installed devices

• Implements software changes for fuel dispensers and fuel tanks

• Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras

• Provides troubleshooting by using remote tools connected to other legacy networks

• Manages multiple tickets and works them in order of emergency to lowest priority

• Identifies re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems

• Reads, interprets and follows procedures described in the internal knowledge base

• Provides documentation for knowledge base articles

• Works with third-party help desk vendors as applicable

• Maintains inventories and orders parts as needed

• Provides phone support as needed

• Attends training classes as required to stay current with new equipment troubleshooting procedures and technology

• Initiates timely communication of critical events to Store Support Team Leads

• Completes other duties, including special projects, as assigned by Management

Education Requirements:

• Associate degree in Computer Networking or 2 years of related experience

• Specialized training in network communication, PC architecture and application support

Experience Requirements:

• Prior help desk experience preferred

Skill Requirements:

• Complete understanding of the store network (hardware and software), PC architecture wireless communication, router and third-party cellular devices

• Knowledge of non-standard equipment that is not connected to the Speedway network

• Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made

• Ability to research and resolve issues

• Capable of working in a fast-paced environment

• Excellent verbal communication skills and the ability to explain technical information in layman's terms

• Well organized with the ability to work under pressure and meet tight deadlines

• Excellent understanding of intra-department functions and operations

• Ability to perform repeated bending, standing and reaching

• Ability to occasionally lift up to 40 pounds

• Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department