Technician - IT Service Desk

Sunoco LP is a leading energy infrastructure and fuel distribution master limited partnership operating across 32 countries and territories in North America, the Greater Caribbean, and Europe. The Partnership’s midstream operations include an extensive network of approximately 14,000 miles of pipeline and over 160 terminals, complementing fuel distribution operations that distribute over 15 billion gallons annually to approximately 11,000 Sunoco and partner-branded retail locations, independent dealers, and commercial customers.

About the role

Provide IT helpdesk technical support for a customer base of 6000+ sites to ensure maximum site uptime, meet SLA requirements for ticket resolution, and assist with various technology rollout projects.

Responsibilities

• Troubleshoot customer issues relating to various hardware and software packages using pertinent questions, remote troubleshooting, and walking customers through the problem-solving process.
• Troubleshoot network connectivity-related issues.
• Respond to queries by phone, email, or ticketing system.
• Ensure accuracy and completeness of logged ticket information to support reporting and escalations.
• Escalate to and work with onsite vendors as required to resolve issues.
• Follow up with customers to verify issues have been resolved.
• Work to resolve tickets within established SLAs.
• Assist with software patch deployment projects and monitoring.
• Submit KB articles for issue resolution and software support to team leads.
• Provide a positive customer support experience.
• Provide after-hours support on a rotational basis.

Requirements

• 0-2 years of experience required; 2-3 years of experience in IT, Windows-based desktop, and/or POS (Point of Sale) support preferred.
• High school diploma or equivalent.
• Experience supporting POS (Radiant, VeriFone, Fiscal, Passport, etc.) in a c-store environment would be helpful but not required.
• Experience resolving standard Windows desktop issues and a basic understanding of PC and POS networking.
• Experience with ticket tracking systems and meeting ticket resolution SLAs.
• Experience with desktop support tools and the ability to quickly learn new tools and technologies.
• Experience with Local Area Networks and Wide Area Networks.
• Strong customer service, written, and verbal communication skills.

Working Conditions

The work environment is typically normal office conditions. Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.