IT Store Support

About the role

iSphere is looking for a Tier 3 IT Support Specialist for a 12+ month remote opportunity. This is the person the team calls when the easy fixes have already been tried and the problem is still sitting there staring back at everyone. You will support internal users, external customers, and retail locations across computers, applications, networking, POS systems, and related technology. Strong networking experience is important here, especially around VPNs, VLANs, IP addressing, wireless connectivity, and Cisco Meraki. You will take the lead on critical incidents, keep customers informed, coordinate escalations, work with vendors, and help other support technicians get tougher issues across the finish line. You will also help keep Service Desk practices organized and consistent so the same problem does not get solved from scratch every week.

The environment includes Microsoft Office, Exchange, Active Directory, Remote Desktop, remote access tools, mobile devices, telephony, printers, hardware, wireless, internet connectivity, and POS applications.

Responsibilities

• Serve as escalation point for complex technical issues after initial troubleshooting has been exhausted
• Support internal users, external customers, and retail locations across computers, applications, networking, POS systems, and related technology
• Lead critical incident response and keep customers informed throughout resolution
• Coordinate escalations and work with vendors on technical issues
• Mentor and assist other support technicians with difficult issues
• Maintain and improve Service Desk practices for consistency and efficiency
• Troubleshoot networking including VPNs, VLANs, IP addressing, wireless connectivity, and Cisco Meraki
• Support Microsoft Office, Exchange, Active Directory, Remote Desktop, remote access tools, mobile devices, telephony, printers, hardware, wireless, internet connectivity, and POS applications

Requirements

• 5+ years of technical support experience
• 5+ years of customer service experience
• Strong networking knowledge including VPNs, VLANs, IP addressing, internet, and wireless connectivity
• Experience with Cisco Meraki
• Experience with Microsoft Office, Exchange, Active Directory, Remote Desktop, and remote access tools
• Broad experience supporting computers, printers, hardware, software, and mobile devices
• Experience working in a ticketing system and managing escalated incidents
• Ability to communicate clearly with customers, technical teams, vendors, and management
• Ability to work independently and make good decisions when there is not an obvious answer

Preferred qualifications

• Retail or technology experience
• Field support or field service experience, especially in environments requiring troubleshooting of both user issues and infrastructure