The primary purpose of this role is to provide technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Lowe's Stores, Supply Chain facilities and corporate office locations. This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system. This role may also directly or indirectly support corporate initiatives or deployment projects.
With a focus specifically on Field Services, this role provides direct support in the form of repairs, system setup and installs, and order management to store and supply chain locations. This includes installing and maintaining computer systems and networks as well as supporting small to large-scale technology deployment projects.
The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department.
Provides remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks
Attempts to resolve problems, then escalates problems as necessary to appropriate resources (e.g., support team, vendor)
Analyzes and prioritizes incoming requests and alerts
Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system
Monitors resolution of problems to achieve closure
Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary
Identifies recurring problems and escalates to senior staff for prioritization and investigation
Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software
Performs basic preventative maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and handheld devices), including more complex devices (e.g., servers, network, telecommunications equipment)
Contributes to the knowledge repository for technical support; documents workarounds for problem records; compiles information (e.g., procedures, installation, configuration) related to new technology
Performs system backups and ensures integrity of backup media and peripherals
Pass on any feedback or suggestions by customers to the appropriate internal team
Participates in meetings with vendors to resolve service failures or issues
Identify and suggest possible improvements on procedures
Field Services Responsibilities
Sets up workstations with computers and necessary peripheral devices (routers, printers, etc.)
Checks computer hardware (HDD, mouse, keyboards etc.) to ensure functionality
Installs and configure appropriate software and functions according to specifications
Provides orientation and guidance to users on how to operate new software and computer equipment
Performs troubleshooting to diagnose and resolve problems (repair or replace parts, debugging, etc.)
Maintains records/logs of repairs and fixes and maintenance schedule
Identifies computer or network equipment shortages and places orders
Performs moves, adds, and changes (MAC) requests
Performs bench tests remotely using appropriate testing procedures and software
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving approximately 19 million customer transactions a week in the United States and Canada. With fiscal year 2021 sales of over $96 billion, Lowe's and its related businesses operate or service nearly 2,200 home improvement and hardware stores and employ over 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
Lowe's Companies, Inc.