What are the responsibilities and job description for the Tier 2 System Support Technician position at Gensco?
If you are an IT Professional looking for exponential career growth and development, you are going to love working at Gensco! We have an exciting opportunity for a Tier 2 System Support Technician, to help support an incredible Team at our new Distribution Center in Salem, Oregon!
Summary
- Provide advanced technical support for Epicor P21, Pathguide, Global Shop, Office 365, and other business software-related issues
- Collaborate closely with the Tier 1 Technicians, handle escalated problems, conduct in-depth troubleshooting, ensure timely resolution, and provide mentorship to Tier 1 Technicians
- Expertise in ERP-based software and complex issue resolution will be vital in addressing challenges during non-business hours
Duties and Responsibilities
- Handle escalated software and hardware-related issues from Tier 1 Technicians and assist with timely resolution.
- Conduct in-depth troubleshooting and analysis to identify root causes of complex technical problems related to software.
- Perform thorough hardware troubleshooting to identify and resolve complex hardware-related issues.
- Collaborate with IT Teams, Software Vendors, and Engineers to find solutions for escalated items.
- Provide guidance and mentorship to Tier 1 Technicians to enhance their knowledge and problem-solving abilities.
- Participate in ongoing training to stay updated on software trends, enhancements, and advanced troubleshooting techniques.
- Monitor servers during non-business hours, promptly identifying and resolving potential issues to prevent service interruptions and data breaches.
- Collaborate with other Tier 2 Technicians for knowledge transfer and support consistency.
- Develop extensive knowledge of software operations, optimizing performance.
- Assist in testing and implementing software patches, updates, and configurations.
- Document all support interactions in the ticketing system, including issue details and resolutions.
- Communicate technical solutions and next steps to End-Users professionally.
- Perform other duties as assigned by the Supervisor.
- Maintain a minimum of 75% resolution rate for escalated Tier 2 issues.
- Achieve an average of 25 hours for resolving complex issues.
- Collaborate on 2 cross-functional solutions with IT Teams and Vendors quarterly.
Skills and Qualifications
- Proven experience (minimum of 2 years) in providing Tier 1 technical support, preferably with a focus on Pathguide or similar software
- Expertise in troubleshooting complex software issues, including database-related problems, errors, and system performance
- Strong knowledge of IT infrastructure, networking, and related technologies
- Excellent analytical and problem-solving skills
- Advanced understanding of IT ticketing systems
- Exceptional communication and interpersonal skills
- Ability to work independently during non-business hours and handle critical issues
Comprehensive and competitive benefits package includes:
- Healthcare coverage of medical, dental and vision available first of the month following date of hire
- Discretionary Profit Sharing
- 401(k) Retirement Plan
- Annual Holidays: 6 Paid Holidays and up to 2 Paid Floating Holidays
- Paid Vacation (Full Time Team Member Accrual: First 12 Months - 40 hours, Year 1-5 - 80 hours)
- Tuition reimbursement for 2-year and 4-year degree programs
- Life Insurance, Voluntary Supplemental Life Insurance
- Long-Term Disability, Voluntary Short-Term Disability
- Employee Assistance Program
Shift: Day Shift
Req Benefits:
- Healthcare coverage of medical, dental and vision available first of the month following date of hire
- Discretionary Profit Sharing
- 401(k) Retirement Plan
- Annual Holidays: 6 Paid Holidays and up to 2 Paid Floating Holidays
- Paid Vacation (Full Time Team Member Accrual: First 12 Months - 40 hours, Year 1-5 - 80 hours)
- Tuition reimbursement for 2-year and 4-year degree programs
- Life Insurance, Voluntary Supplemental Life Insurance
- Long-Term Disability, Voluntary Short-Term Disability
- Employee Assistance Program
Compensation: $27.00-$32.00 hourly
Additional Details :
Gensco, Inc. is a successful HVAC wholesale distributor and manufacturer doing business in the Pacific Northwest for over 75 years. We pride ourselves on delivering outstanding service and value to our customers and providing opportunity and job satisfaction for our 1,000 Team Members throughout Washington, Oregon, Montana, Idaho, and Alaska.
Our Mission: Provide all of our customers with quality products and services the first time, every time, and to provide all Team Members opportunity and job satisfaction.
Monday-Friday 7:30am-4:00pm
Work Location: In person
Salary : $27 - $32