IT Service Desk Technician

Sunoco LP is a leading energy infrastructure and fuel distribution master limited partnership operating across 47 U.S. states, Puerto Rico, Europe, and Mexico. The Partnership's midstream operations include an extensive network of approximately 9,500 miles of pipeline and over 100 terminals. This critical infrastructure complements the Partnership's fuel distribution operations, which serve approximately 10,000 convenience stores, independent dealers, commercial customers, and distributors.

At Sunoco, we take great pride in what we do and wholeheartedly believe our employees drive success for our company and our customers. We are always looking for the best and brightest talent and we are committed to making your job a challenging and rewarding experience.

Summary:

This position is part of the Sunoco Retail Technical Help Desk. The Technical Help Desk provides Point of Sale support for all Sunoco Retail locations and their partners. Support is provided 7 days a week including after hours on call. All support is provided over the phone.

Essential Duties and Responsibilities:

• Troubleshoot customer issues relating to various hardware and software packages using pertinent questions, remote troubleshooting and walking customers through problem solving process
• Respond to queries by phone, email or ticketing system
• Ensure accuracy and completeness of logged ticket information to support reporting and escalations
• Escalate to and work with onsite vendors as required to resolve issues
• Follow up with customers to verify issues have been resolved
• Work to resolve tickets within established SLA's
• Assist with software patch deployment projects and monitoring
• Submit KB articles for issue resolution and software support to team leads
• Provide positive customer support experience
• Provide after-hours support on a rotational basis
  
  

Requirements:

Education and/or Experience, Knowledge, Skills & Abilities:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements for this position are listed below:

• 0-2 years of experience in IT, Windows based desktop and/or POS (Point of Sale) support
• Experience with ticket tracking systems and meeting ticket resolution SLAs
• Experience with Local Area Networks, Wide Area Networks
• Experience resolving standard Windows desktop issues, and basic understanding of PC and POS networking
• This position requires strong customer service, written, and verbal communication skills
  
  

Preferred Qualifications:

• Experience supporting POS (Radiant, VeriFone, Fiscal, Passport, etc.) in a c-store environment would be helpful, but not required
• Experience with desktop support tools and the ability to quickly learn new tools and technologies
  
  

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Usually, normal office working conditions.
• Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.