System Support Analyst II

Winterville, NC

About Us

Victra is Verizon's largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to connect technology to life in a trustworthy, fun, and profitable way while delivering exceptional experiences for our Guests and employees.

Responsibilities

• Assist in implementing technical systems, software, hardware, and solutions, embracing new technologies and processes while helping make change successful for end users.
• Develop deep expertise in one or more technologies and serve as a trusted SME for the Store Support and Corporate Support teams, sharing knowledge and building the capability of others.
• Respond to phone calls, ticket submissions, and deskside support in order of priority, tailoring service to each customer’s unique needs.
• Demonstrate sound judgment, strong organization, effective ticket triaging, and timely communication while taking ownership through resolution.
• Provide trusted SME support to the Service Desk regarding issue status and resolution, building strong working relationships and maintaining accurate incidents and problems within the ticketing system.
• Provide rapid, customer-focused support aligned with Victra goals, taking personal accountability for commitments and delivering timely, effective results for front-line and corporate users.
• Prioritize effectively under pressure and balance competing support needs across written tickets, verbal requests, and in-person support, maintaining accountability for follow-through and results.
• Test, implement, and document projects with direction and assistance from others, adopting new ideas and practices and helping embed changes that improve support processes and the end-user experience.
• Research and test modern technology for project work, demonstrating curiosity, continuous learning, and a willingness to identify new ideas that can improve business and customer outcomes.
• Leverage and contribute to knowledgebase documentation for Help Desk and IT Support, taking ownership of assigned areas of expertise and sharing knowledge to strengthen team capability and service consistency.
• Build effective, reciprocal working relationships with systems administrators, network engineers, and other IT Corporate Support Analysts to resolve escalated IT problems quickly through collaboration, clear communication, and shared accountability.
• Build broad knowledge across Victra systems and become a Subject Matter Expert in one or more IT disciplines, continuously developing expertise and using that knowledge to support team and business success.
• Provide training and end-user support during and after implementation, tailoring guidance to user needs and helping others adopt new systems, processes, and ways of working successfully.
• Maintain current IT industry knowledge, seek opportunities to build expertise, and recommend solutions that align with business goals, improve customer outcomes, and support continuous improvement.
• Requires onsite regular business hours attendance.

Requirements

• Bachelor's degree preferred, preferably in an IT or Systems Administration discipline from an accredited four-year college or university or equivalent experience.
• Minimum 2 years’ experience working as a support analyst or similar role.
• Minimum 2-years’ experience implementing enterprise applications, hardware, and projects (retail focus preferred) or equivalent.
• A+ certification or equivalent preferred.
• Minimum 2-year experience supporting Apple iPad.
• In-depth knowledge of MDM and Network monitoring systems.
• Ability to build trusted relationships and communicate clearly, positively, and authentically with vendors and business stakeholders to gain alignment and support.
• Extensive problem-solving ability and technical knowledge in retail technology, with the judgment to connect technical decisions to broader business and customer needs.
• Ability to prioritize effectively under pressure, balance competing priorities, and maintain ownership and follow-through on commitments.
• Ability to work some evenings, weekends, and holidays.

Schedule

Need to travel and work from Raleigh, NC and Greenville, NC offices (3 and 2 days a week, respectively).

Benefits

• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
• Referral bonuses.
• Career pathing opportunities.