Responsible for the 2nd Level support for Client store retail IT systems.
Responsible for troubleshooting technical issues at the application level, classification of problems including detailed problem definition, accurate impact assessment, identification and communication of workarounds for problems, and driving issues to resolution.
Responsible for remote troubleshooting and resolving technical escalations for Point of Sale systems, device peripherals, mobile device and networking issues.
Maintains Stores Second Level ticket queue to ensure all problem tickets assigned are resolved within SLA.
Performs methodical problem investigation techniques to resolve issues: in-depth problem analysis, detailed problem description, impact assessment, root cause analysis, identification of work-arounds, and recreate field problems in the lab.
Effectively communicates business critical issues impacting stores to IT leadership and key stakeholders (within and outside Client); impact, status updates, workarounds, long term resolution, and root cause resolution.
Collaborates with third level engineering and development teams to isolate root cause as necessary and drive for solution implementation. Independently researches and analyzes technical solutions to problems, provides solution recommendation (i.e. development, maintenance or improvements to systems standards or process) to meet client needs.
Writes comprehensive bug defect reports and validates bug defects are resolved in production.
Performs trending and cost analysis to proactively identify issues and resolve before they become issues. Responsible for understanding change to environment for all store impacting technology implementations. Participates in projects and special assignments: attends and provides feedback for design reviews, provide supportability feedback, plan for training and knowledge, stay abreast on new technology releases, etc.
Works with Service Vendors to ensure problems are resolved before calls are closed.
Represents Stores Second Level in regular IT Status meetings to report store impacting issues, including post mortem meeting participation as necessary.
Participates in on-call rotation to provide support outside of office hours.