Tech Support Rep - RJ Byrd

Tech Support Rep

Our client is an ecommerce company dedicated to helping people lead active, healthy lifestyles.  RJ Byrd is looking for a professional IT Support person to join their team.  In this position, the Support Rep will provide high level service for application troubleshooting and performing in-depth diagnosis to identify immediate technical needs and long-term solutions. This position will receive issues and inquiries through a number of communication channels, including Jira, email, phone and live chat, in addition to ensuring each issue is properly completed.  Additional duties will include:

  • Working with cross-functional units and teams
  • Handling onboarding/offboarding of new hire technologies, including managing users in Active Directory
  • Troubleshooting and resolving HW/SW issues 
  • Managing multiple projects and tickets simultaneously
  • Identifying, diagnosing, and resolving technical issues timely, or escalating more complex issues
  • Delivering effective communication to end users with status and solutions
  • Providing end-user solutioning in person, verbally or written
  • Maintaining accuracy of hardware info for desktops, laptops, printers, monitors and other peripherals
  • Administering mobile technologies specific to supply chain industry 

QUALIFICATIONS

The ideal candidate must have great analytical abilities, a calm demeanor in stressful situations, and develop solutions for resolution.  Must possess a strong desire constant improvement by assessing the applications, identifying inefficiencies and recommend improvements.  Our client wants an intelligent, organized and detail-oriented person who can work independently and manage multiple projects with competing priorities. Strong troubleshooting skills, clear communication, teamwork and professionalism are all key characteristics of the successful candidate.  Other qualifications include:

  • 2+ years of experience, preferably in eCommerce, Distribution or other supply chain industries
  • Experience with Microsoft Office, Desktop and Laptop PC’s, Windows 10, Windows AD, printers and networking, MS SQL or MySQL; experience in an ITIL based environment desired
  • Understanding of general IT systems structure and principals
  • Exposure to ERP/WMS applications strongly preferred
  • Certification in at least one technical discipline, A+ or Network+ preferred 
  • Strong customer service skills, both verbal and written
  • Calm in fast-paced situations with a “can do” attitude
  • Bilingual, fluency in Spanish strongly desired
  • Must be able to work on premise and be physically able to sit/stand at a desk/computer for significant portions of the workday, including OT, on-call and weekends when necessary