Overview

SP is driven by Our Promise, “Making Every Moment Matter for a World on the Go.” Our team understands that time is scarce, so we are intentional about putting ourselves in the shoes of those we serve. The result is a unique combination of talented people and industry-leading technology that enables SP to prioritize each and every moment, recognizing that the time colleagues, clients and customers invest in us must always matter.

The Technical Hardware Specialist will primarily be providing remote support of Sphere implemented hardware. The work will be working with the field or dispatched technical personnel on triage/resolving hardware devices including gate equipment, credit card readers, proxy card readers, scanners, digital displays and software used by these devices. In addition, other areas of support will include network and internet provide connectivity issues.

Sphere Tech staff are required to have excellent problem-solving, communication and interpersonal skills, along with patience, a customer-centric focus and the ability to work in a team environment.

Work Schedule: Hybrid work schedule; however, there will be weeks long periods where you will be required to be in the office or onsite up to all 5 days of the week. Please note that SP ’ support structure is 24x7 including all major holidays and staff should expect to be available to work during holidays (with holiday pay) excluding pre-approved, scheduled time out of the office.

What we offer

• Health Insurance, Vision, and Dental
• 401(K) Match Program with immediate match
• Short-Term and Long-Term Life Disability
• Life Insurance
• Paid time off, including vacation, mental health, sick and holidays
• PayActiv - On-demand pay for the money you have already earned.
• Fantastic opportunities for career growth
• Hybrid working model, with exceptions (See Work Schedule information above)
• A knowledgeable, high-achieving, experienced team 
• Learning opportunities through our internal training program, SP University
• A diverse company that cares about inclusion, innovation and the environment. Visit www.spplus.com to learn more
• A free and confidential employee assistance program (EAP) that provides support and resources to employees and their families 24/7

Responsibilities

What you'll do

• Remote and hand-on troubleshooting of hardware devices working at times with onsite resources to address or resolve the request.
• Analyze complex technical issues, triage for trends or frequently identified problems. Compile and report to management.
• Record required customer and problem information in the digital ticketing system.
• Update work orders with detailed information, and close tickets with resolution entered upon end of the issue.
• Provide routine communication and follow-up to customers.
• Research and resolve technical issues, maintain technical aptitude and support corporate initiatives and team department goals according to direction of management.
• Manage end user Interactions with a combination of discernment and trust. Many situations expose information which must remain private and confidential.
• Create / maintain documentation as new information is identified and needed including workflow diagrams.
• Complete other activities, duties, and responsibilities as assigned.

Qualifications

What you need

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 3 year experience in computer hardware, software, and network troubleshooting. Customer service training and/or experience preferred.
• Ability to effectively communicate with all levels of staff.
• Experience in the following:
  • Windows OS latest and previous version
  • Google Mail / Drive
  • Proficient in PC/laptop to perform duties or aid in troubleshooting.
  • Intermediate Network Connectivity
  • Proficient in Mobile Device iPhone and Android use
• Must have multi-tasking skills to address incoming customer issue and document details real time.
• Must have ability to enter data via keyboard at a minimum of 40 words per minute without errors.

Preferred Qualifications:

• Strong working knowledge of Linux systems (1 years)
• Work exposure to Python and Bash shell scripting
• Point of sale (POS) troubleshooting / support
• Network , A , or other relevant certifications

Working Conditions:

• Capability to sit for long periods of time at desk and in front of a computer.
• Capability to stand, bend, and squat for extended periods of time.
• Ability to take repetitive or lengthy calls for entire shift while maintain professional disposition, projecting a positive tone, balanced pitch, at a balanced pace.
• Requires ability to maintain relationships with co-workers in a business environment.
• Must be able to communicate over the phone and in-person with background noise.
• Must be able to balance changing environments between home, office, and field locations.

SP is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, color, ancestry, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, gender identity, disability or other classes protected by federal or state law. SP does not tolerate harassment or retaliation against any employee or applicant based on these characteristics or because the individual exercised their EEO rights.

Location

Location