Tier 2 System Support Technician

United StatesNormalmid

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Quick Summary

Overview

If you are an IT Professional looking for exponential career growth and development, you are going to love working at Gensco! We have an exciting opportunity for a Tier 2 System Support Technician,

Technical Tools

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If you are an IT Professional looking for exponential career growth and development, you are going to love working at Gensco! We have an exciting opportunity for a Tier 2 System Support Technician, to help support an incredible Team at our new Distribution Center in Salem, Oregon!

Provide advanced technical support for Epicor P21, Pathguide, Global Shop, Office 365, and other business software-related issues
Collaborate closely with the Tier 1 Technicians, handle escalated problems, conduct in-depth troubleshooting, ensure timely resolution, and provide mentorship to Tier 1 Technicians
Expertise in ERP-based software and complex issue resolution will be vital in addressing challenges during non-business hours

Responsibilities

~1 min read

→Handle escalated software and hardware-related issues from Tier 1 Technicians and assist with timely resolution.
→Conduct in-depth troubleshooting and analysis to identify root causes of complex technical problems related to software.
→Perform thorough hardware troubleshooting to identify and resolve complex hardware-related issues.
→Collaborate with IT Teams, Software Vendors, and Engineers to find solutions for escalated items.
→Provide guidance and mentorship to Tier 1 Technicians to enhance their knowledge and problem-solving abilities.
→Participate in ongoing training to stay updated on software trends, enhancements, and advanced troubleshooting techniques.
→Monitor servers during non-business hours, promptly identifying and resolving potential issues to prevent service interruptions and data breaches.
→Collaborate with other Tier 2 Technicians for knowledge transfer and support consistency.
→Develop extensive knowledge of software operations, optimizing performance.
→Assist in testing and implementing software patches, updates, and configurations.
→Document all support interactions in the ticketing system, including issue details and resolutions.
→Communicate technical solutions and next steps to End-Users professionally.
→Perform other duties as assigned by the Supervisor.
→Maintain a minimum of 75% resolution rate for escalated Tier 2 issues.
→Achieve an average of 25 hours for resolving complex issues.
→Collaborate on 2 cross-functional solutions with IT Teams and Vendors quarterly.

Requirements

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Proven experience (minimum of 2 years) in providing Tier 1 technical support, preferably with a focus on Pathguide or similar software
Expertise in troubleshooting complex software issues, including database-related problems, errors, and system performance
Strong knowledge of IT infrastructure, networking, and related technologies
Excellent analytical and problem-solving skills
Advanced understanding of IT ticketing systems
Exceptional communication and interpersonal skills
Ability to work independently during non-business hours and handle critical issues

Comprehensive and competitive benefits package includes:

Healthcare coverage of medical, dental and vision available first of the month following date of hire
Discretionary Profit Sharing
401(k) Retirement Plan
Annual Holidays: 6 Paid Holidays and up to 2 Paid Floating Holidays
Paid Vacation (Full Time Team Member Accrual: First 12 Months - 40 hours, Year 1-5 - 80 hours)
Tuition reimbursement for 2-year and 4-year degree programs
Life Insurance, Voluntary Supplemental Life Insurance
Long-Term Disability, Voluntary Short-Term Disability
Employee Assistance Program