Junior Network Support Analyst

The role of the Technology & Infrastructure Network Support Analyst I is to provide point-of-contact support for The Americas Group store employee and computing issues, including tracking, logging, reporting and resolving level one hardware, software and network problems through an automated problem tracking system. This position handles Service Desk coverage, incoming requests and existing open escalations, providing both incident troubleshooting and problem management for the stores' community. There is significant interaction with store personnel which requires the Analyst to utilize strong customer service skills and a focus on continued development of technical skills. This is a junior level role.

Strategy & Planning

• Participate in the planning of process improvements.
• Participate in knowledge transfer from Second Level Support Teams following problem escalation.

Acquisition & Deployment

• Assist with the identification and implementation of solutions that provide enhanced functionality and value.
• Deploy service solutions that simplify processes, optimize service delivery and/or solve problems.

Operational Management

• Troubleshoot Point of Sale equipment and Tint equipment (Servers/Clients and all Peripherals).
• Troubleshoot all peripherals including Credit Card Readers, Lexmark printers, Multi-Function printers, AML, VSAT, Frame Relay, HAN/DSL, and MPLS.
• Troubleshoot all wiring and cabling problems that connect all workstations, networking applications, telephone terminators and wireless network.
• Support store applications, i.e., Attendance and Time (Kronos), Price Record Cards, HEARS, S.T.A.R.T., MMS, LibreOffice, EDI, PQR, BOLDOC, SherColor, Delivery, Phoenix, Color Eye software performance levels, Tax Record Card, Inventory, Customer Satisfaction and Product Performance Reports.
• Support store openings, renovations and closings regarding computer and VSAT installations and de-installations.
• Assist various technicians (Hughes, Store Installation Managers, Vendors, Corporate IT Landlords).
• Review troubleshooting procedures in the Department Wiki and Connections page.

Incidental Functions

• Assist with other projects as may be required to contribute to the efficiency and effectiveness of the group.
• Provide periodic on-call support for store sales events and other related coverage requirements.
• Edit documentation and procedures on the department forums.
• Occasional travel may be required.
• Work hours outside the standard office 7.5-hour workday may be required.

Position Requirements

Formal Education & Certification

• Associate Degree (or foreign equivalent) or in lieu of a degree, at least 6 years in experience in the field of Information Technology or Business (work experience or a combination of education and work experience in the field of Information Technology or Business).

Knowledge & Experience

• 0-1 years of IT or business experience.
• 0-1 years of experience with computer hardware and/or software.
• 0-1 years of experience in customer service-related work.
• 0-1 years of network troubleshooting (LAN/WAN)
• Basic hands-on expertise of information technology infrastructure, computer platforms and computer administration.
• Basic understanding of computer administration concepts.
• Basic understanding of LAN/WAN environment.
• Basic understanding of store network connectivity with peripheral

Personal Attributes

• Competent in verbal and written communication skills.
• Responsive to new learning opportunities, growth and development of technical, interpersonal and business skills.
• Motivated to contribute appropriate time and effort to work assigned.
• Attentive to detail with focus on accurate results.
• Organized and able to prioritize tasks.
• Problem-solving abilities.
• Customer service orientation.
• Able to contribute to team effort or individual achievement.
• Ability to adapt to evolving priorities.
• Strong commitment to inclusion and diversity.