Team International is a global Tech consulting company and software development service provider. With more than 20 years of experience, global operations in Poland, the United States, Portugal, and Latin America, and over 1500 employees, we combine technology knowledge, an agile approach to addressing various business challenges, and business information, all while maintaining a customer-centric perspective. The Customer Support Specialist provides support to the user community on hardware, software, and procedure-related problems, questions, and use. Provides front line support and troubleshooting. Ensures the daily functionality of client’s technology systems. Responsibilities: · Log incoming support issues and coordinate with staff to address issues. Document work activities in ticketing system. Contribute technical solutions to knowledge base. · Answer phones and tickets from ServiceNow to assist stores and the store support center in being able to do day to day business through technology. · Install or assist service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives. · Hardware and software troubleshooting, including helping stores who are completely offline to various specific programs not working correctly. · Troubleshoot various hardware issues concerning POS computers, printers, scanner, pin pads, monitors, routers, modems, switches, and cabling. · Instruct and guide personnel on correct procedures for certain IT processes. Instruct users in use of equipment, software, and manuals. · Order equipment/items stores need to get their technology systems up and running. Replace defective or inadequate software packages. · Assist Helpdesk 2 analysts with various tasks. · Respond to all inquiries for support, new installations, troubleshooting, and escalating issues as required. · Set up for new stores by creating accounts on communications systems. · Enter commands and observe system functions to verify correct system operations. Testing of POS Software and internal PC Software. · Validation and remediation during the distribution of updates to POS software. · Provide problem resolution with users, walk the user through a series of steps to determine the problem, classify the level, priority, and nature of the problem, and find solutions to resolve or mitigate the problem. · Assist users with password resets and account setup. · Assist in training new help desk staff. · Assist the store support center, stores, and the warehouse with various IT issues, and direct issues to the correct department for assistance within IT. · Support mobile devices and store phones. · 1-3 years of experience in information technology, specifically working for a helpdesk, assisting with hardware and software troubleshooting. · Experience working for a retail company or customer service. · Strong time management and attention to detail skills. · Basic network troubleshooting knowledge. · Basic understanding of Microsoft 365 and azure. · Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. · Ability to deal with problems involving several concrete variables in standardized situations. · Advanced English Level. · Flexible engagement models. · Work alongside top IT global talent. · Full compliance with security and regulatory standards. · Customized IT and software development solutions. · A supportive and collaborative work environment.