Job details

Service Desk Technician

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Energy Transfer, a Fortune 50 organization, recognized by Forbes as one of America's best large employers, is dedicated to responsibly and safely delivering America’s energy. We are driven to inspire our employees to create superior value for our customers, our investors, a sustainable future and giving back to the community where we have long-standing commitments to causes including MD Anderson Children’s Cancer Hospital, The Salvation Army, American Heart Association, Ronald McDonald House and many more. Come join our award winning 10,000 strong organization as we fuel the world and each other!

This position comes with world class compensation, benefits, 401(k) match, profit sharing, and PTO.

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.