Technical Support Analyst at SymplyFi

Atlanta, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

09 May, 26

Salary

45000.0

Posted On

08 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Network Troubleshooting, TCP/IP Networking, POS Systems, Windows, MAC, VoIP, Communication Skills, Problem Solving, Documentation, Helpdesk Support, Layer 1 Networking, Layer 2 Networking, Layer 3 Networking, DNS

Industry

IT Services and IT Consulting

Description

SymplyFi is currently seeking several Technical Support Analysts to work full-time onsite in our Atlanta Office. This position is a L1 tech support role that provides telephone based Technical Support for the SymplyFi platform. The ideal candidate for this position will have excellent customer service skills, relevant network-related IT certifications and a bachelors degree from an accredited college. This position requires working rotating weekend and 2nd shifts as scheduled. Experience working in a restaurant or other retail sales environment is a strong plus! RESPONSIBILITIES - What you will be doing working with us Work full-time onsite, in the office, as scheduled - including weekend shifts. Create and document helpdesk support tickets to track customer issues. Follow documentation & workflow procedures to troubleshoot, resolve or escalate customer issues. Remotely troubleshoot Layer 1, 2 and 3 network connectivity issues Remotely troubleshoot and resolve network issues with customer end-user devices including POS, Windows/MAC PCs, tablets and VoIP phones. Monitor customer site status dashboard and proactively respond to outages. WORK SCHEDULE Full-time, 5 days per week (40 hours per week) Weekend shifts as scheduled 2nd shift (11am to 8pm) as scheduled Requirements Experience and knowledge you must have 2 years of telephone based customer service or IT helpdesk experience 2 year of experience with PC network & Internet connectivity troubleshooting using ping, traceroute, cable tracing, DNS lookup (School, Certification or Personal home lab experience is ok) Basic TCP/IP networking knowledge from school or IT certification including including IP addresses, TCP/UDP ports, MAC Address, ARP, DHCP, DNS, IP subnetting & Ethernet. Excellent customer service and communication skills - enjoys helping non-technical users resolve IT issues Positive, outgoing service oriented disposition - enjoys working with diverse customers over the phone. Available to work weekends and 2nd shift (11am to 8pm) as scheduled Experience we desire but is not required Experience working in the restaurant, hospitality or retail industry Experience with retail technologies like POS systems Benefits COMPENSATION - What you will get from us $45,000 starting salary Medical, Dental, Vision Insurance Paid holidays 401K with Matching We pay for your IT certification exams.

Responsibilities

The Technical Support Analyst will provide telephone-based technical support for the SymplyFi platform, create and document helpdesk support tickets, and troubleshoot network connectivity issues. The role also involves monitoring customer site status and responding proactively to outages.