Job Description
CrossCom National, LLC is a recognized industry leader in retail voice, POS and data communications network implementation and maintenance. Founded in 1981, CrossCom provides national retailers with voice, POS and data communications systems solutions, including technology staging, asset management, installation, maintenance, cabling, rollout and chain-wide implementation. CrossCom National is the single source partner retailers depend on for in-store communications networking requirements.
The Remote Support Technician is responsible for providing Level 2 remote technical support during enterprise-wide Thin Client, PC, and Printer Refresh initiatives. This role supports the successful deployment, replacement, configuration, and troubleshooting of end-user computing devices and network-connected peripherals across multiple locations.
The ideal candidate will possess strong Microsoft Windows troubleshooting experience, networking knowledge, and exceptional problem-solving skills to ensure minimal disruption to store operations during technology refresh activities.
Key Responsibilities
Device Refresh and Remote Support
- Provide Level 2 remote support for Thin Client, PC, and Printer refresh projects.
- Support field technicians during hardware replacement and migration activities.
- Document and validate existing device configurations prior to any system changes.
- Maintain backup records of network and device configuration information to support rollback and recovery efforts when necessary.
Thin Client Support
- Validate and document existing network connections and device configurations before replacement.
- Reconfigure network switch ports and VLAN assignments for replacement thin client devices.
- Use enterprise administration tools to update and support thin client network connectivity.
- Troubleshoot connectivity, authentication, and endpoint configuration issues following deployment.
- Verify successful network registration and functionality of newly installed thin clients.
Printer Configuration and Support
- Support installation and replacement of network printers.
- Validate that retired devices are disconnected and no longer responding on the network.
- Update MAC address assignments and network configurations within IP management systems.
- Configure printer settings through web-based administration interfaces.
- Verify printer functionality through test prints and remote diagnostics.
- Troubleshoot printer connectivity, network communication, and configuration issues.
- Coordinate with field technician to validate successful printer operation.
Required Qualifications
Technical Skills
- Microsoft Windows 10/11 troubleshooting and support experience.
- Experience supporting PCs, thin clients, and network-connected printers.
- Knowledge of TCP/IP networking fundamentals.
- Experience troubleshooting:
- Network connectivity issues
- DNS and DHCP problems
- VLAN configurations
- Switch port assignments
- IP addressing conflicts
- Wired network communications
- Ability to diagnose and resolve hardware, software, and peripheral issues remotely.
- Familiarity with web-based device administration and configuration tools.
Networking and Connectivity Requirements
- TCP/IP troubleshooting
- VLAN and switch port configuration concepts
- DHCP and DNS troubleshooting
- MAC address identification and management
- Network device connectivity validation
- Ping, traceroute, and network diagnostic tools
Pay: $18.00 - $22.00 per hour
Ability to Commute:
- Buffalo Grove, IL 60089 (Preferred)
Work Location: In person
