Job Description

Do you want to be part of a culture that drives performance and celebrates success? Do you have a passion for helping customers troubleshoot their technical issues? Victra is Verizon's leading premium retailer - our focus is to connect technology to life in the most fun and trusting way. As a System Support Analyst, you will offer direct technical support and ticket resolution to retail store employees at Victra. We want intellectually curious, entrepreneurial professionals who enjoy being outside their comfort zones, thrive amidst change, and obsessively conspire for one another's success.

YOUR FOCUS (JOB DUTIES AND RESPONSIBILITIES):

You should be an incredibly customer service-focused individual who can see how many diverse parts can fit together to create consumer impact and change the course of the company. You should also be incredibly passionate about serving our front-line team who in turn serves customers as well as Taking the initiative on corporate support and providing guidance to all end users. You will be a connector to retail and digital landscape. Along with living our company values of Performance, Collaboration, Celebration, Integrity, and Innovation, you will also:

• Assist in the implementation of technical systems, software, hardware, or solutions.
• Develop deep expertise in one or more technologies to act as SME for Store Support team as well as Corporate Support Team (e.g., traffic counting, network management, Verizon systems, ticket system, mobile device management)
• Respond to phone calls, ticket submissions, and deskside support in order of priority. Ticket triaging, proper ticket prioritization, and timely customer communication skills required. Must be highly organized and good communicator.
• Provide SME support to the Service Desk regarding issue status and resolution, maintaining incidents and problems within the ticketing system.
• Provide rapid and customer focused support as required by Victra goals.
• Proper time management skills will be required to juggle the many support calls (written tickets, verbally, and/or in-person.)
• Test, implement, and document projects with direction and assistance from others.
• Research and testing of modern technology (As needed for project work)
• Leverage and contribute to the knowledgebase documentation for helpdesk and IT support, taking responsibility for your area(s) of technical expertise to ensure accurate and effective documentation.
• Ability to work with systems administrators, network engineers, and other IT Corporate support analysts located in the store support center in Raleigh, NC and the Greenville, NC call center by phone to quickly resolve IT problems requiring escalation.
• You have acquired a broad knowledge of all systems and have become a Subject Matter Expert in one or more disciplines within the IT field (Systems Admin, Network Admin, Security, Telecom etc)
• Provides training and end-user support during and after the implementation process.
• Maintain IT industry knowledge and recommend solutions as appropriate.
• Requires onsite regular business hours attendance. This is not a remote role.

YOUR BACKGROUND (REQUIREMENTS AND QUALIFICATIONS):

You are detail-oriented, results-driven individuals who will do whatever it takes to get the job done. You are just as adept at solving complicated technical problems as you are at conversing with vendors. We are looking for the System Support Analyst to also bring:

• Bachelor's degree preferred, preferably in an IT or Systems Administration discipline from an accredited four-year college or university or equivalent experience.
• Minimum 2-year experience working as a support analyst or similar role.
• Minimum 2-years' experience implementing enterprise applications, hardware, and projects (retail focus preferred) or equivalent.
• A+ certification or equivalent preferred
• Minimum 2-year experience supporting Apple iPad.
• In-depth knowledge MDM and Network monitoring systems
• Ability to clearly and positively communicate with vendors & business stakeholders.
• Extensive problem-solving ability & technical knowledge in retail technology
• Ability to multitask and balance several competing priorities.
• Ability to work some evenings, weekends, and holidays.

PHYSICAL REQUIREMENTS

• Ability to lift up to 25 pounds.
• Ability to sit and stand for long periods of time.

(unless accommodations are required/requested for an employee under the ADA)

EQUAL OPPORTUNITY EMPLOYER

We are proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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