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PS - Win10 PoS Installation Support Technician - LEAD

  • Location: Irving, 75038
  • Salary: 0.0
  • Job Type:Contract

Posted 18 days ago

This Remote Technical Team Lead will be providing remote support of Windows 10 Point of Sale systems.  This Lead Technician must be dependable, reliable, has good phone and internet to work remote, and strong customer service skills for a contract opportunity. There will be some onsite, on the job training (7/18 - 7/22) for these roles and it will include mock calls with the client. This person will use a check list and go through the details of a semi scripted call. Needs to be someone who can follow directions and who is extremely proactive.

Required Skills:

  • Experience as a Team Lead in a Level 1 Technical Support Role
  • The ideal candidate has Network Operations Center (NOC) or Help Desk technical support experience, and can come up to speed quickly after initial internal training on the identified customer premise equipment models and applications.
  • Is knowledgeable/trainable in the installation and activation of customer premise equipment that could include IP access routers, firewalls, and customer premise equipment.
  • Point of Sale support experience.
  • Is an organized, proactive and self-starter, with strong analytical, problem solving and excellent verbal communication skills. 
  • Drives projects to completion with minimal supervision.
  • Must have strong written communication skills in Microsoft Word and Excel in order to prepare written materials (e.g. procedures, system level documentation, reports, memos, letters, etc.).
  • Open to learning with various types of telecom network access (e.g., Cable, DSL, T1, U-Verse, FiOS, etc), and customer premise wiring (i.e., POTS, keystone jack, legacy jack, etc.).

Job Description:

The Installation Support Specialist provides remote technical support to on-site installation technicians for the installation and activation of retail store Point of Sale systems at locations across the county.  The person in this role will be provided with a client issued laptop and VOIP connection for the project but will need to have stable and reliable internet at home and a stable.. 

Daily Responsibilities:

  • Provides remote technical phone support to on-site installers.
  • Leads two or three technical calls per day, each call lasting typically 2 hours or less, but possibly to 4 hours in duration. These will be actual phone calls and not virtual calls. 
  • Leads on-site technicians through a step-by-step technical process of installing, testing and activating equipment and applications. Confirms that all work steps were completed, and that old equipment is ready to ship to designated location.
  • Accurately documents and tracks equipment inventories.
  • Responds to inquiries for technical assistance and support from a variety of sources (e.g. staff, clients, outside vendors).
  • Performs other duties or special projects as assigned by the project manager.
  • The work schedule is generally 40 hours per week, in a flexible schedule, with some calls starting as early as 7:00 AM or ending as late as 6:00 PM CST.