Infrastructure Support Specialist
New
E
EpicorRetail Technology
United StatesFull-TimeMiddle
Salary55,000 - 89,000 USD per year
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Job Details
- Experience
- Minimum of two years
- Required Skills
- LinuxTechnical support
Requirements
- Minimum of two years’ experience in customer-facing technical support, hardware support, or infrastructure support roles.
- Experience troubleshooting hardware, peripheral, and network connectivity issues in a remote support environment.
- Working knowledge of Windows operating systems and Linux fundamentals.
- Understanding of networking fundamentals, including TCP/IP, DNS, VPN connectivity, routing, firewalls, and remote access technologies.
- Strong troubleshooting and analytical skills.
- Ability to explain technical issues clearly to technical and non-technical audiences.
- Strong customer service and interpersonal skills.
- Demonstrated ability to manage multiple priorities and adapt to changing operational requirements.
- Experience working within service-level-agreement-driven or ticket-based support environments preferred.
Responsibilities
- 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.
- Collaborate with customers, vendors, telecommunications providers, datacenter teams, and internal support teams.
- Document customer issues, troubleshooting activities, resolutions, and escalation details within support systems.
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