Technical Support Technician

Focuses on technical triage for retail customer incidents, aiming to reduce operational expenses and improve service efficiency. Troubleshoots customer issues to meet contract SLAs, driving financial savings through remote support and minimizing onsite visits. Provides professional phone support for a variety of technical issues, including product features and problem resolution. Manages case/ticket entitlement, tracks part delivery, and assists onsite technicians, ensuring compliance with SLAs and ITIL standards. Documents incident transactions and triage actions for service restoration, creating and maintaining operational documentation. Reviews system logs and performs basic troubleshooting to restore service, creating plans of action for onsite technicians. Diagnoses and resolves hardware incidents for POS systems, Self-Checkout systems, and other equipment, collaborating with OEM vendors as needed. Supports software configurations, troubleshooting, and hardware swaps, including in-store device reimaging. Occasionally travel to customer locations for new system installations and complex repairs.