Company Overview
GATE Petroleum is a diversified Jacksonville based company with core businesses in Retail Convenience Stores, Fuel Services, Concrete Production Plants and Hospitality which includes waterfront hotels and clubs.
Summary:
As a Level 1 Support Technician you will provide level 1 and level 2 technical assistance to all end users within the corporate, remote offices and retail sites. This technician is responsible for taking ownership of issues, conducting problem analysis to resolve support request as well as meeting customer satisfaction.
Primary Responsibilities:

• Monitor ticket queues for break/fix and request calls
• Provide first and second level technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networking
• Respond to queries either in person, over the phone or remote connectivity
• Ask questions to determine nature of problem and conducting problem analysis to resolve
• Properly escalate unresolved queries to the next level of support
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Install computer peripherals for users
• Assist in providing technical support and maintenance for voice/fax systems
• Maintain the confidentiality of data

Proficiencies:

• Hardware
• Dell Optiplex desktops, Latitude notebooks, Precision workstations
• Multifunction printers
• Software/OS –
• Windows 7, Windows 10, Windows Servers
• Office 365, Active Directory, Bomgar, Dell KACE
• Other
• Basic TCP/​IP Networking and Troubleshooting
• Network cable management
• Phone system management

Education and Experience:

• 2 years of technical experience and/or 2 years working in a retail environment with knowledge of POS, End of day processes, receiving and daily paperwork
• 1 years of experience providing technical support in a call center
• ITIL Experience is a plus

Note: Will consider applicants with Retail experience and a strong technical drive
Other requirements:

• Must be available for overtime, off hours, working at remote sites and weekend call rotation