Tech Support Specialist

Beverly, MA

Posted 36 days ago in Information Technology

Purpose of Position

The IT Infrastructure Support Specialist provides technical support for computers and associated networks for PetEdge. This position is responsible for installation, maintenance and troubleshooting of all office PC systems, wireless equipment including RF, server and infrastructure support. Work with users and IT professionals to ensure the PetEdge network, equipment, and applications are working to their optimal potential.
Essential Job Functions/Responsibilities: (other duties may be assigned. Management also reserves the right to change or modify position descriptions from time-to-time to meet the needs of the business with or without notice).

Provide daily support to PC and MAC users by using problem analysis, judgment and decision making skills to troubleshoot, assist with use of all PetEdge approved software products, and perform or arrange maintenance for hardware faults
User Tech Support- This encompasses all users throughout the company so can vary. It can be measured by the satisfaction level of the users who come to me with issues.
Emails/Communication- This can be measured by how much information is available. Whether it is the amount available for a project from vendor(s) or how much is sent out in updates keeping each team in the loop.
Servers/Network- Networks – it can be measured by each users accessibility and slowness they encounter throughout the course of each day. Servers – these are geared towards specific functions but can be measured by each functions performance.
Connectship- Can be measured by comparing vendor compliance, our discounted rates, and ease of use with our shippers.
Wireless Devices- Can be measured by looking at how many devices we have on hand compared to how many we have out for repair. For Voxware it can be measured by the number of measurable issues users are having.
When to purchase or repair Equipment
Updates and upgrades in Connectship
Work with Vendors to keep our systems up to date and working properly. Compliance is also a main goal with vendor related projects.
A large part of the process for IT is troubleshooting. Some examples are: PC slowness, Printer Jams, Scanners (connectivity, Power Problems, etc.), Voxware user issues, access points, user access, Microsoft Office problems, Look into applications that are not functioning as they should, make sure issues are not derived from servers but troubleshoot if they are, test and eliminate problems before upgrades and updates are implemented into production, also troubleshoot reporting and Ecometry issues to gather information before sending the issue to the proper IT team member.
In addition to working regular business hours, this position requires involvement in the department “on-call” rotation which could include several weeks of being on call per month.
This person may also be expected to complete special project and special assignments. Some assignments may require off-hour activity.

Required Position Skills

Cultural Sensitivity

Microsoft Certified Desktop Support Technician (MCDST) certification and A+ certification
Advanced working knowledge of the most current Windows OS and MAC OS
Must possess computer hardware and software troubleshooting skills
Demonstrated effective verbal and written communication skills and excellent interpersonal skills at all levels of business, with a strong orientation towards providing outstanding customer service
Demonstrated effective organization and project management skills are essential including the ability to manage multiple projects/tasks and deadlines simultaneously
Ability to work independently and have solid problem analysis, judgment and decision-making skills
Ability to work a flexible schedule based on company needs (nights and weekends) and rotating On-Call
Ability to work with highly confidential information

Ability to lift up to 70 pounds
1 year or more in a technical support role required
Experience in a large (100+ user) environment desirable
Professional experience with Mac OS X and Mac applications HIGHLY preferred
Experience supporting wireless IP networks desirable
Experience managing accounts in an Active Directory preferred
Customer service focus required

Other Skills/Abilities

Passionate about people, culturally sensitive, develops and motivates others, innovative, energetic, organized, disciplined and focused
Focus on the Customer. . . Seek to understand the customer and internal customer and meet the needs of both the customer and the Company.
Attend to Details . . . Ensure that work is accurate, thorough and to the highest standards.
Take Responsibility . . . Demonstrate personal ownership to tasks and follow through to get the required results.
Apply Professional, Product or Technical Expertise . . . Demonstrate the ability to apply technical, professional or product expertise to everyday situations.
Foster Teamwork . . . Work well in a team environment and motivate teams to sustain exceptional levels of performance.
Communicate Effectively . . . Clarify and provide information so that coworkers and customers understand and can take action.

Language Skills

Fluency in English is required, additional language ability is a bonus
Ability to read, speak and write English

Reasoning Ability

Must be able to think freely and make decisions on own pertaining to job responsibility
Able to perform duties without great supervision
Ability to keep calm, responsive and friendly under pressure
Able to handle a variety of different tasks at once as well as challenges that may arise with customers, associates, and/or vendors
Knows when to request help or assistance from supervisor
Strong negotiation and problem solving skills
The purpose of this position is to solve problems. Any problems with desktop computing equipment, printers, technology infrastructure and software systems is within the realm of responsibility for this position.
A person in this position should, through the use of technology, identify and solve problems with business processes and practices. If a problem cannot be resolved in a reasonable amount of time or within this person’s realm of responsibility, this person must involve other members of the IT staff in the problem solving process.

GENERAL RESPONSIBILITIES

To acknowledge, greet, smile and show respect to every customer and fellow associate
To cooperate with all Departments
To maintain your work environment at its best, according to your duties. (Cleanliness, order, etc.)
To keep yourself informed
Associates must abide by the PetEdge Business Ethics and Conduct policy located in the Associate Handbook.
Associates must comply with all policies & procedures located within our Associate Handbook, to include, but not limited to our Associate Responsibilities & Company Rules, Attendance & Punctuality policy, Customer Relations & Service
Associates must fully comply and abide by the Standard Operating Procedures (SOP's) of the company.

About PetEdge:

Do you know that the pet industry is $ 51 billion and growing? Do you know that the pet industry has grown every year for the last 15 years and is one of the only industries to post consistent growth during difficult economic times? Do you know that many economic experts consider the pet industry to be recession-resistant because of the devotion that pet "parents" show their extended family members?

PetEdge is a nationwide wholesale distributor and manufacturer of professional quality pet care supplies and equipment. We have trend setting products at unbeatable prices with eye-catching retail packaging. We are a leading B2B provider of pet products for independent retailers and pet care professionals. Groomers, kennels, veterinarians, breeders, and active enthusiasts have access to over 12,000 national brands and exclusive PetEdge brand products.

PetEdge is a family-owned company with the mission "To make PetEdge the only company our customers would want to do business with and the only company that our associates would want to work for."

We are a leading company within the healthy and growing pet industry with headquarters in Beverly, MA. PetEdge markets to pet care professionals and retailers through a combination of catalogs, e-commerce, and a sales force.

PetEdge offers a competitive compensation package including a comprehensive benefits package including health, dental, vision, 401(k) matching, an employee discount and much more. We have a business casual work environment along with a talented team of associates.

If you are interested in being part of a team environment and working in a dynamic, exciting company, where our associates take great pride in our workplace to help us be the best that we can be, then please visit career opportunities at www.PetEdge.com for a complete list of all of our open positions.

PetEdge

This job posting is closed.

Tech Support Specialist

Beverly, MA

About PetEdge:

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