Location: Irving, TX

The Support Technician will respond to customer and Retail Solutions personnel solution/product inquiries via telephone, email, or ticketing system. Provide timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel. Troubleshoot reported software, hardware, network problems when they relate to desktop computer and peripherals; Provides case status updates to Customer and Retail Solutions personnel. Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance. 24/7 operation including weekends and holidays.

• 50 % Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals, also dialing in the desk phones. Receiving in bound calls and making out bound calls. Answer our Bat phone(s)

• 10 % Provide Event Management support including. Daily monitoring /checks. Logging of noted issues

  • Troubleshoot or assist in troubleshooting of data center related issues

• 10 % The selected candidate will have strong communication skills and look forward to interacting with customer and Retail Solutions division personnel including:

  • Support Center Team members

  • Retail Solutions division engineering staff

  • Management and Administrative

• 10 % Provide case status updates to Customer and Retail Solutions personnel

• 20 % Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Retail Solutions support systems; Phone Support receiving Customer and Retail Solutions personnel support calls

  • Managing Customer and Retail Solutions personnel support calls including: Logging and support through trouble shooting, advising Logging and escalating, or routing call as required

Required Skills:

Ability to write and run SQL

Create/Update/Resolve incidents
Work closely with Development internally and externally
Provide one- one training on 1.0 and 2.0
Follow up on 2.0 incidents, escalations, request, and defects
Work closely with management
Create training documentation and processes
Perform Root Cause Analysis to all incidents worked on
Answer peers technical questions via chatrooms, emails and phone calls
Create/Update/Resolve defects
Work closely with the stores and reaching out to them via phone call
Able to update and understand our defect portal accordingly
Update and drive towards resolution 35 or more incidents per day
Gather and provide updates on incidents daily to client and update our ticketing system
Escalate issues to our development team and assist

Able to work any schedule, all shifts, weekends, holidays. Very flexible with their schedules. This is a 24 X 7 operation

The anticipated salary range for this position is $99,000 to $124,000; depending upon the selected candidate’s relevant experience, the exact salary for the role may fall outside of this range. This role will also be eligible to participate in the Company’s bonus/incentive program(s). NEC offers an extensive benefits program and the role will also include, a Health Insurance package with options that include multiple Medical and Dental coverage options, Pharmacy Insurance, Vision Insurance, Life and Accidental Death and Dismemberment Insurance, Salary Continuation and Voluntary Long-Term Disability Coverage, an Employee Assistance Program (EAP), Adoption Assistance Program, 401(k) with a 50% match up to 6% of employee contribution, 15 PTO days, 10 paid sick days, 11 paid public holidays, Continuing Education and Tuition Reimbursement, 2 paid Community Service Days, a Travel Assistance Program and Pre-Paid Legal plans.

ABOUT NEC CORPORATION OF AMERICA

Headquartered in Irving, Texas, NEC Corporation of America (NEC) is a leading technology integrator providing solutions that improve the way people work and communicate. NEC creates the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

With a global team of 100,000, and 64,000+ technology patents, we deliver one of the industry’s strongest and most innovative portfolios of communications, analytics, security, biometrics, and technology solutions that unleash customers’ productivity potential. Through these solutions, NEC combines its best-in-class solutions and technology to solve today’s most complex business problems. NEC Corporation of America is a wholly owned subsidiary of NEC Corporation, a global technology leader with a presence in 140 countries and $27 billion in revenues. Backed by 123 years of innovation and experience, NEC knows what it takes to change and stay ahead of technology's continuous evolution. It is our capability to leverage decades of award-winning technologies and research that has enabled NEC to remain an Information and Communications Technology (ICT) leader and through problem resolution, bring new value to people, organizations, and society.

NEC Corporation of America and its subsidiaries is committed to the maximum utilization of all human resources and the goal of Equal Employment Opportunity/Affirmative Action. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, marital status, disability, genetic characteristics, height, weight, arrest record pertaining to misdemeanors or status as a Vietnam era or special disabled veteran, or any other class protected by applicable federal, state, or local laws.

EOE-Minorities/Females/Protected Veterans/Individuals with Disabilities.