OS Support Analyst Location Seattle, WA Duration one year + Rate - $40/hr.
Job Description:- The core skills of Tier 3 support for troubleshooting store issues that cannot be solved by Enterprise Help Desk /or Tier 1-2 teams are listed below. Critical thinking Triage and analysis Independent issue resolution
- Microsoft Windows Troubleshooting Windows 10
- Installation issues Maintenance issues Configuration issues
- Store Network Troubleshooting
- Identifying network configuration issues Understanding the basic network configuration for the store
- Hardware Troubleshooting
Understanding of POS hardware and components (CPU, memory, etc.) Peripheral devices (Digital Order Manager, Starbucks Production Controller, Wireless Scanner, Cash drawer, Printers PIN entry device (PED), etc.) and their interfaces Navigate remotely on Power connection, interface cables and internal wirings for both front office as well as in back office. Communication
Building trust & rapport with Store Partners Determining the store partner's level of expertise Work with rest of the PoS SMEs in the team Communicate issue resolution
Ticket Management
Accurately documenting root cause of issues Experience in ticketing tools like Remedy/SNOW
Must Have:
Good interpersonal skills, working with non-technical resource to resolve technical issues. Call Center / Helpdesk experience Networking Skills Computer Hardware Troubleshooting experience Ability to work independently Willing to work during weekends on rotation basis
Nice to have:
Experience with Drive through technologies. Release & Deployment tools and process POS experience
