System Support Analyst II

Location: Durham, NC (Onsite - hybrid)

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.