The Level 2 Support Technician will be a member of the 84 Lumber THQ Level 2 Support team providing remote and local technical support to THQ, Store and Plant associates for a wide range of 84 Lumber standard technologies including desktop hardware, client applications, telecommunications and data networking. The Level 2 Support Technician will help ensure all aspects of client technology configuration, performance, and operation meet 84 Lumber standards to deliver high levels of associate productivity and customer satisfaction.
Responsibilities
Receive and accurately log all support requests in a timely manner using 84 Lumber Incident Management tools
Respond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets.
Partner with Level 3 IT associates to help troubleshoot more complex incidents, assist with local site installations, configuration and troubleshooting of infrastructure technology which may include routers, switches, NAS, infrastructure cabling, DMARK extensions, servers and printers.
Perform post-resolution follow-up to ensure reported incidents have been successfully resolved.
Engage 3rd party support partners as required.
Configure, ship and receive technology equipment as required including desktops, laptops, printers and various peripherals to stores and remote associates.
Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented
Maintain frequent communication with peers and IT teams to maintain awareness of issues or changing process/standards
Retail store and manufacturing facility hardware and software support
Travel to 84 Lumber THQ and Field locations as required
Project Management support for small scale client technology deployments
On-boarding of new hires including equipment setup, orientation, and initial training
All other duties as assigned
Qualifications
Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action
Relentless dedication to customer service in both words and actions
Works with minimum supervision, proactively follows up on outstanding issues/tickets
Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively
Strong analytical, prioritizing, interpersonal, problem-solving skills
Strong verbal and written communication skills
Demonstrated collaborative skills and ability to work well within a team
Ability to work in a fast-paced and deadline-oriented environment
Self-motivated with critical attention to detail, deadlines and reporting