Infrastructure Support Specialist, Retail

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $55k - $89k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👷 Infrastructure Engineer

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Epicor

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1972

🏢 Enterprise

🛒 Retail

💰 Private Equity Round on 2016-01

Enterprise • Manufacturing • Retail

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 high-quality remote technical support with an emphasis on customer service, technical accuracy, and timely issue resolution. • Diagnose, troubleshoot, repair, and coordinate resolution of hardware, peripheral, software, and connectivity issues across customer environments. • Support, configure, and maintain customer hardware, including servers, workstations, scanners, printers, RF devices, point-of-sale equipment, and related peripherals. • Resolve network connectivity issues between customer locations, hosted environments, remote datacenter infrastructure, and external communication paths. • Analyze connectivity failures across internal and external network routes, including internet service provider, VPN, firewall, routing, and endpoint communication issues. • Communicate technical findings, routing paths, root cause information, and recommended actions to customers using clear business and technical language. • Collaborate with customers, vendors, telecommunications providers, datacenter teams, and internal support teams to resolve complex infrastructure and connectivity issues. • Document customer issues, troubleshooting activities, resolutions, escalation details, and service actions accurately within support systems. • Escalate unresolved, urgent, or high-impact issues in accordance with established service level expectations and operational procedures. • Manage support requests in alignment with operational workflows, schedule adherence expectations, and case activity requirements. • Perform time-and-materials services and ensure accurate documentation and billing for work not covered under standard support agreements. • Identify opportunities for additional support services, upgrades, or hardware-related consulting when appropriate.

🎯 Requirements

• Minimum of two years’ experience in customer-facing technical support, hardware support, or infrastructure support roles, preferably in retail or automotive technology environments. • Experience troubleshooting hardware, peripheral, and network connectivity issues in a remote support environment, including point-of-sale systems, servers, desktops, printers, scanners, RF devices, and related peripherals. • Working knowledge of Windows operating systems, Linux fundamentals, and basic client/server technologies. • Understanding of networking fundamentals, including TCP/IP, DNS, VPN connectivity, routing, firewalls, remote access technologies, and internet service provider-related connectivity troubleshooting. • Strong troubleshooting and analytical skills, with the ability to diagnose and resolve complex hardware, software, and network connectivity issues. • Strong customer service and interpersonal skills, with the ability to deliver professional, customer-focused support and adapt solutions to meet evolving customer needs; demonstrated ability to manage multiple priorities and adapt to changing operational requirements; strong written and verbal communication skills; attention to detail in troubleshooting, documentation, and service delivery; experience working within service-level-agreement-driven or ticket-based support environments preferred.

🏖️ Benefits

• Comprehensive health and wellness benefits designed to support your overall well-being. • Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally. • Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development. • Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership. • Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect. • Comprehensive support for international relocations and permanent residency processes.