POS Support Analyst Must have POS Support experience - Seattle, WA

POS Support Analyst

Location- Seattle, WA

Duration – one year

Job Description:

The core skills of Tier 3 support for troubleshooting store issues that cannot be solved by Enterprise Help Desk /or Tier 1-2 teams are listed below.

Critical thinking

Triage and analysis

Independent issue resolution

Microsoft Windows Troubleshooting – Windows 10

Installation issues

Maintenance issues

Configuration issues

Store Network Troubleshooting

Identifying network configuration issues

Understanding the basic network configuration for the store

Hardware Troubleshooting

Understanding of POS hardware and components (CPU, memory, etc.)

Peripheral devices (Digital Order Manager, Wireless Scanner, Cash drawer, Printers PIN entry device (PED), etc.) and their interfaces

Navigate remotely on Power connection, interface cables and internal wirings for both front office as well as in back office.

Communication

Building trust & rapport with Store Partners

Determining the store partner's level of expertise

Work with rest of the PoS SMEs in the team

Communicate issue resolution

Ticket Management

Accurately documenting root cause of issues

Experience in ticketing tools like Remedy/SNOW

Must Have:

Good interpersonal skills, working with non-technical resource to resolve technical issues.

Call Center / Helpdesk experience

Networking Skills

POS Support Experience

Computer Hardware Troubleshooting experience

Ability to work independently

Willing to work during weekends on rotation basis

Nice to have

Experience with Drive through technologies.

Release & Deployment tools and process