Infrastructure Support Specialist – Automotive, Retail

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $55k - $89k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Epicor

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1972

🚘 Automotive

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2016-01

Automotive • Consulting • Logistics

Epicor is a leading provider of industry-specific enterprise resource planning (ERP) software designed to help manufacturers, distributors, and retailers enhance their operations and improve efficiency. The company's solutions leverage advanced technologies such as artificial intelligence and cloud computing to optimize supply chain management, financial processes, and customer engagement. Epicor is recognized for its commitment to innovation and customer success, serving over 23,000 customers across multiple industries worldwide.

📋 Description

• Provide remote technical support and troubleshooting for customer hardware, peripherals, and network environments • Diagnose and resolve hardware, software, and network connectivity issues • Coordinate repairs across customer and hosted environments • Support and configure servers, PCs, scanners, printers, RF devices, POS equipment, and related peripherals • Perform software troubleshooting and repair activities • Analyze connectivity failures involving ISPs, VPNs, firewalls, routing, and endpoint communication • Communicate technical findings, routing paths, and root causes to customers • Collaborate with customers, vendors, telecommunications providers, datacenter teams, and internal support teams • Document issues, troubleshooting activities, resolutions, escalations, and service actions • Escalate unresolved problems within service-level expectations • Manage support requests according to operational workflows and case activity expectations • Perform time-and-materials work, including documentation and billing • Identify opportunities for additional support services, upgrades, and hardware consulting

🎯 Requirements

• 3+ years’ experience in a customer-facing technical or hardware support role, preferably in retail or technology environments • Strong troubleshooting and analytical skills for diagnosing complex hardware, software, and network issues • Experience supporting servers, desktops, printers, scanners, RF devices, and POS systems • Working knowledge of Windows operating systems, Linux fundamentals, and basic client/server technologies • Understanding of TCP/IP, DNS, VPN, routing, firewalls, remote access, and ISP troubleshooting • Excellent communication and customer service skills • Ability to explain technical issues to technical and non-technical audiences • Ability to manage multiple priorities and adapt to changing requirements • Ability to work across multiple time zones

🏖️ Benefits

• Comprehensive health and wellness benefits • Mentorship • Continuing education • Focused career goal setting • Free LinkedIn Learning licenses • Mentoring Program • Inclusive, global workplace • Work-life balance policies encouraging time off • Support for international relocations and permanent residency processes