TITLE: SENIOR TECHNOLOGY SUPPORT SPECIALIST/ANALYST

ROLE DESCRIPTION:

In this role you will provide Level 2 technology support to our VS&Co;, Home office associates and Retail Stores through contacts passed on from our Level 1 team.

The Service

Desk runs 24*7, throughout the year. As a Sr.

Technology Support

Specialist/Analyst, you will join a team responsible for in-depth troubleshooting of issues and work towards a resolution. It is critical that we cultivate a supportive and inclusive work environment to strengthen our workforce and better reflect overall service to our customers. We are committed to retaining associates, attracting diverse talent, empowering the growth and advancement of all our associates.

ROLES AND RESPONSIBILITIES:

- Troubleshoot or appropriately escalate tickets to the next level of support as needed.
- Responsible for identifying, reporting, problem trends to next level support to track and resolve current and future problems.
- Support high severity issues and collaborate with various teams / vendors to achieve resolution.
- Proficiency in resolving issues related to Windows, MAC, and Point of Sale devices.
- Act as real time escalation point for all Service Desk interactions and assist L1 in finding a solution to issues as first call resolution.
- To be able to work on escalations from various partners.
- Review incident documentation to ensure quality assurance and provide feedback.
- Meet or exceed Service Level Agreements, Objectives & Goals and ensure Process Compliance.
- Work towards meeting the team objectives and goals.
- Be a subject matter expert in Edge Computing Technology, spanning across Home-Office and Stores.




- Initiate and escalate service calls with Vendors / other technology teams and provide follow-up for timely resolution.
- Have weekly / monthly connect with Vendors / other technology teams to maintain an ongoing relationship and highlight trends, process changes and highlight any organic growth.
- Provide feedback to build the knowledgebase and continue to remain educated through internal training, process, and technology updates.
- Support and participate in projects and testing as needed.
- Utilize supplied tools to manage personal schedules and adhere to time and attendance guidelines.
- Assist in on boarding of current Associate and train cross-functional partners, when required.
- Ability to provide valued and quality peer to peer coaching and feedback.
- To participate in the Annual Performance Development Review Process.
- Participate and support Associate Opinion Survey initiatives.
- Look at opportunities to improve internal processes and ensure we add value to the support we provide, while being passionate about our customers.
- To foster a culture of curiosity and drive Innovation within the team.
- Focus on goals to maintain high-quality of service, enable success, and win at holiday.

QUALIFICATION Essential Requirements- High School Diploma,



GED (US Only) , Any Graduation with fluency in English (India)

Desirable Requirements- Some college course work or relevant coursework toward technical certification (CompTIA A+, Network+)

EXPERIENCE/KNOWLEDGE

Essential Requirements

- Earlier experience of working in an IT/Customer support role.
- Demonstrable experience of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office.
- Excellent IT skills and computer literacy.
- Working experience with at least one of the Service Management tools
- 2-5 years of experience in the current role (India)
- 1-2 years of relevant experience (US only)

Desirable Requirements
- Experience of the following:
- VMWare Virtual Desktop Infrastructure (VDI)
- Office 365
- Active Directory and Remote support tools
- Working knowledge of Store technology and equipment
- Retail domain Knowledge

PERSONAL REQUIREMENTS

Essential Requirements

- Ability to communicate effectively with a wide variety of people in a qualified manner, either face to face, on the telephone and in writing.
- Ability to demonstrate practical troubleshooting and problem analysis techniques.
- Good attention to detail and ability to show initiative.
- Ability to prioritize, manage and perform under pressure to meet SLA’s.
- Previous Service Desk experience required
- Excellent knowledge of Customer Service best practices

Desirable Requirements
- Stable internet connectivity to be able to work remotely, as needed.
- A quiet workspace when working away from the office.

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