Field Support Technician

Job Description

Job Description

Salary :

Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nations premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and promotional programs are supported through rich data and insights. The countrys largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.

NRSs digital portfolio is making its mark on the industry. NRS digital products include Checkout 51, Freedom Platform, digital media tools / services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to strengthen these existing tactics while expanding our product offerings, partnerships, and capabilities. We offer unique and data-led strategies for our clients to reach their most valuable shoppers. Our products continue to evolve to include best-in-class methods to deliver engaging content at the most impactful time in the most relevant geographies.

Position Summary

The Technical Support Engineer is an on-site (Jersey City, NJ) position which will provide enterprise-level assistance to our internal customers with primary focus on a force of 2000+ field representatives across North America. You will diagnose and troubleshoot software and hardware problems and assist our customers to install applications and programs. You will engage with hardware vendors for the maintenance and repair of handheld devices and maintain an accurate inventory of devices, inclusive of ensuring that mandated user commitments to the care of the hardware are in place before deployment. Further responsibilities include, but are not limited to, resolving computer-related issues and leveraging remote desktop connection solutions to provide immediate support. Using email and chat applications, this position will provide internal clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and / or provide clear, written instructions and technical manuals. This includes close coordination with Field leadership on matters pertaining to deployment and hardware training.

Position Responsibilities

Provide direct and hands-on support and troubleshooting for field hardware, most notably the field handheld tablet.

Hands-on management of all shipments and returns of hardware.

Work with partners in Field, IT, and vendors to maintain an accurate inventory of field hardware.

Work with hardware vendors to manage the warranty process.

Coordinate with Field leadership on matters pertaining to troubleshooting and training.

Research and identify solutions to software and hardware issues.

Diagnose and troubleshoot technical issues, including account setup and handheld configuration.

Ask customers targeted questions to quickly understand the root of the problem.

Track handheld related system issues through to resolution, within agreed time limits.

Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue.

Properly escalate unresolved issues to appropriate internal teams (e.g. IT or field leadership)

Provide prompt and accurate feedback to customers.

Refer to internal database or external resources to provide accurate tech solutions.

Handheld imaging and updates.

Ensure all issues are properly logged.

Prioritize and manage several open issues at one time.

Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Responsible for handheld shipment, receiving, imaging, inspection, inventory management

Service Desk Administration

Position Qualifications

5+ years of experience in a technical support role, providing white glove support.

Team player with demonstrated ability to work well in a fast-paced environment.

Experience with Android and with tools for application deployment.

Experience w / Microsoft Office 365, Group Policy and their use for managing user profiles.

Working knowledge of ServiceDesk is a plus.

Strong verbal and written communication skills, with the ability to alter communication style to ensure understanding among other varying communication styles / modalities.

Highly organized and detail oriented to ensure accurate and timely task completion and accurate records of hardware shipments.

Ability to work effectively, both independently and as a member of a team, who thrives in a fast-paced environment.

Exceptional coordination skills with proactive problem-solving ability.

Self-starter, with high initiative and comfort level in asking questions and learning from others.

Applicant Privacy Notice

Neptune Retail Solutions is an Equal Opportunity Employer