Desktop support with store support

Company Description MSR Cosmos

Job Description Experience label- 10-12 Years

Note: Must Have 5+ Years Experience in POS/retail

• Must have a minimum of 10 years' experience with PCs, Windows OS, and Microsoft Office products
• Must possess strong customer service skills, excellent oral and written communication skills, and be able to handle multiple tasks at once
• Solid understanding of Traffic Counting systems
• Working knowledge of network fundamentals
• Understanding of computer hardware
• Must Have POS/retail experience
• Must have PC advanced troubleshooting skills
• Ability to work independently
• Ability to follow schedule and meet deadlines
• Ability to follow process
• Strong attention to detail
• Ability to interact with 2nd and 3rd party support staff
• At ease in working with customers, partners, and suppliers at all levels within the business
• 60% - Provides exceptional customer service to store personnel through production monitoring/trouble shooting and Tier 2 incident management. Assumes responsibility for maintaining brand service level agreements from a Tier 2 incident management perspective. Acts as an additional point of escalation for level I and level II analysts.
• 20% - Administration of the application deployment process to the field for new stores and relocations. Responsible for adherence to software vendor application update/patch schedule for stores.
• 10% - Interaction with Vendor to assist in trouble shooting and escalation issues as needed.
• 10% - Administrative – Tracks time in time tracking tool, attends weekly status meetings and other meetings, maintains incident tickets, emails, and other documentation.