Infrastructure Support Specialist | Retail

About the role

You will provide remote technical support and troubleshooting for customer hardware, peripheral, and network environments within automotive and retail operations. You will deliver responsive, professional support by diagnosing and resolving hardware, software, and connectivity issues across customer locations and hosted datacenter environments.

Responsibilities

• Provide high-quality remote technical support with an emphasis on customer service, technical accuracy, and timely issue resolution.
• Diagnose, troubleshoot, repair, and coordinate resolution of hardware, peripheral, software, and connectivity issues across customer environments.
• Support, configure, and maintain customer hardware, including servers, workstations, scanners, printers, RF devices, point-of-sale equipment, and related peripherals.
• Resolve network connectivity issues between customer locations, hosted environments, remote datacenter infrastructure, and external communication paths.
• Analyze connectivity failures across internal and external network routes, including internet service provider, VPN, firewall, routing, and endpoint communication issues.
• Communicate technical findings, routing paths, root cause information, and recommended actions to customers using clear business and technical language.
• Collaborate with customers, vendors, telecommunications providers, datacenter teams, and internal support teams to resolve complex infrastructure and connectivity issues.
• Document customer issues, troubleshooting activities, resolutions, escalation details, and service actions accurately within support systems.
• Escalate unresolved, urgent, or high-impact issues in accordance with established service level expectations and operational procedures.
• Manage support requests in alignment with operational workflows, schedule adherence expectations, and case activity requirements.
• Perform time-and-materials services and ensure accurate documentation and billing for work not covered under standard support agreements.
• Identify opportunities for additional support services, upgrades, or hardware-related consulting when appropriate.
• Perform other duties as assigned.

Requirements

• Minimum of two years’ experience in customer-facing technical support, hardware support, or infrastructure support roles, preferably in retail or automotive technology environments.
• Experience troubleshooting hardware, peripheral, and network connectivity issues in a remote support environment, including point-of-sale systems, servers, desktops, printers, scanners, RF devices, and related peripherals.
• Working knowledge of Windows operating systems, Linux fundamentals, and basic client/server technologies.
• Understanding of networking fundamentals, including TCP/IP, DNS, VPN connectivity, routing, firewalls, remote access technologies, and internet service provider-related connectivity troubleshooting.
• Strong troubleshooting and analytical skills, with the ability to diagnose and resolve complex hardware, software, and network connectivity issues.
• Ability to explain technical issues, routing paths, and connectivity failures clearly to technical and non-technical audiences.
• Strong customer service and interpersonal skills, with the ability to deliver professional, customer-focused support and adapt solutions to meet evolving customer needs; demonstrated ability to manage multiple priorities and adapt to changing operational requirements; strong written and verbal communication skills; attention to detail in troubleshooting, documentation, and service delivery; experience working within service-level-agreement-driven or ticket-based support environments preferred.

Qualifications

Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Benefits

Comprehensive health and wellness benefits designed to support your overall well-being.

Schedule

Remote work environment.

Pay

$55,000 - $89,000 USD