IT Support Technician

at  Retail Solutions

Leaders Enterprises Group Ltd. is serving the Irish retail market since 1991. Leaders provide integrated packages comprising hardware, software, installation and training. It is a successful Irish owned operation that supports brand name retail businesses in Ireland. The company has built a well-established retail solution called “SAMforWin™” that is used by ~4000 users.
The company is looking to appoint an IT Support Technician to join the Customer Service team to deal with a variety of hardware, communications, and operating systems incidents under the auspices of Leaders Maintenance Support Agreements. The role will report into the Head of Customer Services
Working as a member of the Helpdesk Team the individual will call upon their experience of retail application software, hardware, operating systems, communications and other application software to resolve issues directly with the customer and sustain a high-quality service to Leaders customers in Ireland.

· KEY ACCOUNTABILITIES:

Operating in the Leaders Office and working under tight deadlines the candidate will be asked to manage multiple calls to perform the following work;
· Provide 1st & 2nd Line Incident Support
Ensure that all phone calls and emails raised on the Helpdesk are captured and logged. All incidents must be clearly communicated and that the solution notes provide suitable detail to enable third party analysis and interpretation – to assist in effective escalation and ensure service level commitments are met.
· Undertake Incident Diagnosis & Escalation
It is expected that the Customer Support Engineer will resolve the majority of calls, but in the event that they cannot they must be escalated to the appropriate team. In the event of escalation, the person must remain engaged, working closely with a bigger resolution team to ensure the incident is tracked and is resolved.
· Provide Incident Management & Resolution.
The Customer Service Engineer is expected to own and manage their logged incident to resolution. The person will be measured on duration that a call is open relative to its priority. In order for the Incident to be deemed closed the solution notes are accurately captured and the customer is informed that the incident is closed.
· Undertake Knowledge & Problem Management
Use and update the Knowledge Management system to ensure the effective distribution of information that all members of the team are kept up to date with known and emerging issues and that their solutions are accurately captured and distributed to ensure that future incidents are resolved
· Communication.
Ensure that the customer (and other stakeholders within Leaders) is kept informed of the status of their incident. Apply the escalation procedures to ensure that an incident is addressed as quickly as possible. Ensure that the proper standards of reporting are applied to ensure that Leaders maintain accurate and timely information regarding the status of the calls and that they can be used within and outside of the organisation.
· Customer Advocate.
Within Leaders the Customer Support Engineer will be asked to act as the customer advocate to ensure that the customer issues are resolved and that more long term solutions are found to persistent problems which adversely impacts a stores operation. This could take the form of an endorsed operational procedure, new tool or requested change to the product.
· Technical Knowledge Transfer
Keep up to date with existing and future technologies and methodologies, and is expected that the Customer Service Engineer will actively build knowledge of SAMforWin™ solution with appropriate level of supervision and guidance. Communicate and share this knowledge with others to assist the Helpdesk team to build their knowledge to assist their ability to diagnose and resolve incidents.

TECHNICAL SKILL AND KNOWLEDGE:

· At least 5 years’ experience working in convenience retail application environment:
· Ideally has worked in the retail/hospitality sector & familiar with the operation of business functions in a store
· Exposure to how related hardware devices for epos system can be corrected - that includes EPOS Terminals, Hand Held Terminals, Barcode Scanners, Shelf Edge & Receipt Printers
· Good knowledge of MS Windows® Operating systems: MS SBS2008, Win2000, WinXP, Window10, Win7 (32 and 64 Bit), Win8 & WinCE
· Quickly assimilate functionality of business solutions and map to technical components and architecture
· Experience of installing & building desktop and servers
· Ability to devise plans & execute to a high standard of installations and problem resolution on site
· Strong solution design and definition skills in the above environment
· Good knowledge of two tier Client Server system
· Exposure to Networking standards and utilities
· Solid experience with setting up and supporting multiple systems and devices
· Knowledge of Internet technologies

COMPETENCIES/CAPABILITIES:

· Strong customer facing skills – face to face/over phone
· Ability to manage own time, schedule and determine priorities
· Capacity to manage multiple incidents concurrently at any given time.
· Ability to work in a team and contribute to knowledge development and development of best practice
· Capacity to learn quickly and build a deep understanding of integrated ePOS/Retail Solutions & its Environment
· Strong planning and problem management
· Ability to work within tight timeframes
· Understanding the customer’s environment and needs
· Well motivated with excellent inter-personal skills
· Ability to work well in a team and on their own
· Strong verbal and written communication skills
·` Self Starter

Please refer the Job description for details