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Helpdesk (Service Desk) / Point of Sale – Tier 3 Support

Sogeti USA LLC Seattle, WA, WA Full-Time
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Helpdesk (Service Desk) / Point of Sale – Tier 3 Support Position – Seattle, WA

Job Description:

                    The core skills of Tier 3 support for troubleshooting store issues that cannot be solved by Enterprise Help Desk /or Tier 1-2 teams are listed below.

                    Critical thinking, Triage and analysis, Independent issue resolution 

                    Microsoft Windows Troubleshooting – Windows 10

                    Installation issues, Maintenance issues, Configuration issues

                    Store Network Troubleshooting

                    Identifying network configuration issues

                    Understanding the basic network configuration for the store

                    Hardware Troubleshooting -- Understanding of POS hardware and components (CPU, memory, etc.)

                    Peripheral devices (Digital Order Manager, Starbucks Production Controller, Wireless Scanner, Cash drawer, Printers PIN entry device (PED), etc.) and their interfaces

                    Navigate remotely on Power connection, interface cables and internal wirings for both front office as well as in back office.

                    Communication, Building trust & rapport with Store Partners

                    Determining the store partner’s level of expertise

                    Work with rest of the PoS SMEs in the team

                    Communicate issue resolution, Ticket Management

                    Accurately documenting root cause of issues

                    Experience in ticketing tools like Remedy/SNOW

The ideal candidate will have following skills:

                    Good interpersonal skills, working with non-technical resource to resolve technical issues.

                    Call Center / Helpdesk experience

                    Networking Skills

                    Computer Hardware Troubleshooting experience

                    Ability to work independently

                    Willing to work during weekends on rotation basis

 

Nice to have knowledge or skills:

 

                    Experience with Drive through technologies.

                    Release & Deployment tools and process

                    POS (point of sale) experience

Apply - [ Link removed ] - Click here to apply to Helpdesk (Service Desk) / Point of Sale – Tier 3 Support

OR 

 

Email Resume at: [ Link removed ] - Click here to apply to Helpdesk (Service Desk) / Point of Sale – Tier 3 Support

Minimum education qualification 

  • Bachelor's Degree in Computer Science, Computer Engineering, MIS or related field.

Keywords:

POS, helpdesk, service desk, tier 3 support, network, troubleshooting

 

The benefits our employees enjoy:

  • 401(k) Savings Plan- Matched 150% up to 6%. (Our 401k is in the top 1% of 401(k) plans offered in the US!)
  • Medical/Prescription/Dental/Vision Coverage!
  • Low-premium and deductible. Plan with free preventive care.
  • $12,000 in Tuition Reimbursement
  • 100% Company-paid mobile phone plan
  • Personal Time Off (PTO)- Ensuring a balance of work and home life

Sogeti is a leading provider of professional technology services, specializing in Application Management, Infrastructure Management and High-Tech Engineering. Sogeti offers cutting-edge solutions around Testing, Business Intelligence, Mobility, Cloud and Security, combining world class methodologies and the global delivery model, Rightshore®. Sogeti brings together more than 20,000 professionals in 15 countries and is present in over 100 locations in Europe, the US and India. Sogeti is a wholly-owned subsidiary of Cap Gemini S.A., listed on the Paris Stock Exchange. 

At Sogeti USA, we are committed to building a long and enduring relationship with our employees and to creating an environment that rewards and empowers. Our mission is to constantly exceed our employees' expectations in the same way that we strive to exceed our clients' expectations. We offer an environment that celebrates innovation and helps you to achieve a good balance between your professional and personal life. We strive to be an employer of choice! 

 

Recommended skills

Installations (Computer Systems)
Help Desk
Complex Problem Solving
Computer Hardware
Client Rapport
Maintenance
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