Duty Free Americas is seeking candidates with extraordinary work ethics, attention to detail and commitment to success to join our Information Technology Department.
The Technical Support Analyst is responsible for investigating and resolving software and hardware problems for all location users. The candidate will also be responsible for training users on all relevant applications and performing system documentation and testing. The candidate must possess strong problem-solving skills. Evening and night availability, as well as some travel, are required.
Position Responsibilities
1. Provide telephone, online, and remote support for our DFA retail customers and DFA Corporate office. All contact with the customer must be professional and timely.
2. Enter, track and update calls and their resolution in our ticketing system.
3. Attend support team meetings in conjunctions with the support staff as required.
4. Respond to POS-related calls and questions from stores promptly, courteously and helpfully.
5. Participate in a Help Desk rotation, which consists of carrying a cell phone and laptop and being available to resolve store problems/issues during times other than corporate business hours. Address problems and issues in a timely manner and contact the Help Desk Manager when additional assistance is required.
6. Support end users by understanding their systems and procedures to ensure timely problem resolution and minimize service interruptions.
7. Contact outside vendors to arrange the timing of installation, maintenance, and repair of POS equipment. Follow up with stores to ensure the completion of these tasks.
8. Install software and test POS equipment before shipping equipment to new and existing stores.
9. Routinely check the helpdesk voicemail as needed.
10. The employee must be flexible in backfilling for other helpdesk colleagues/peers when coverage is needed. This includes holidays, weekends, and night shifts if required, with the Team Lead and management approval and coordination.
11. All other duties as assigned.
Essential Requirements
- Regular and reliable attendance. Flexibility and ability to work varied hours/days as business needs dictates.
- Ability to speak and hear effectively with customers, vendors, and/or organization associates.
- Ability to read, count (perform basic mathematical functions-add, subtract, divide & multiply) and write to accurately complete work related documentation. Vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- Current knowledge and use of technological business environment such as email attachments to emails, scanners, business software such as spreadsheets, presentation formats and word documents.
- Physical demands include frequently standing for long periods of time; walking; and ability to reach, stoop, kneel, crouch, climb and balance. Ability to regularly lift and/or move up to ten (10) pounds, frequently lift and/or move up to thirty (30) pounds and occasionally lift and/or move up to fifty (50) pounds.
- Ability to operate and use all equipment (electronic & manual) necessary to perform job function.
Education and/or Experience:
- Associate’s degree in Computer Science or relevant discipline required
- Two or more years of relevant experience.
- Bilingual (Spanish/English) skills required.
- Retail systems experience, LAN/WAN configuration, Microsoft Office, UNIX O/S knowledge and architecture knowledge is required.
- Must be able to support a rotating 24/7 Shift.
*Equivalent combination of education and experience will be considered.
Work Environment
Professional office environment with minimal privacy utilizing standard office equipment with a low noise level (computers, copying machines, faxes, and printers running) with occasional exposure to elements such as dust fumes, noise and odor.
Job Type: Full-time
Pay: $19.50 - $20.50 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Vision insurance
Compensation package:
Experience level:
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- Morning shift
- Night shift
- Overtime
- Weekends as needed
Experience:
- Customer service: 2 years (Required)
Ability to Commute:
- Hollywood, Fl 33024 (Required)
Work Location: In person