Level II Machine Support
Redbox - Oakbrook Terrace, IL

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redbox Automated Retail, LLC , a wholly-owned subsidiary of Coinstar, Inc. (NASDAQ: CSTR), offers new release DVD through its network of conveniently located, self-service kiosks. redbox is available at more than 33,300 locations nationwide, including select McDonald’s restaurants, leading grocery and convenience stores, and Wal-Mart and Walgreens locations in select markets. For more information, visit www.redbox.com Information about Coinstar can be found at www.coinstar.com

Level 2 Machine Support

Position Purpose :

This position is responsible for providing technical support to the field on hardware and software related issues. The incumbent will be expected assist field staff in troubleshooting and diagnosing issues as well as assist in deployment of new markets.

The incumbent will be responsible for providing a wide array of services in support of the Machine Support team including but not limited to support for the field and HQ staff on daily issues, analysis of hardware and software issues, developing and tracking trouble tickets, traveling to new markets to assist in the deployment of Redbox machines, training new field staff, and maintaining good communication with the Level 1 Machine Support team

Summary of Key Responsibilities :

- Provide Level 2 technical support to field staff in troubleshooting the redbox

- Requires experience with problem solving and documentation of steps taken

- Analyze and solve product or system-related problems in regards to installation, configuration, operation, service and/or troubleshooting

- Educate and train field staff on application functionality and usage

- Research hardware and software issues and perform the appropriate analysis to resolve issues in future releases

- Assist with technical support initiatives, support internal departmental processes, systems or special projects as required

- Perform miscellaneous job-related duties as assigned

- Provide administrative and technical support to field staff (support on troubleshooting and documentation)

Knowledge/Skills/Abilities :

- Good electromechanical knowledge

- Working knowledge of general networking technology

- Competency with Software: good basic skills in Microsoft Word, Excel, and familiarity with contact management software in general

- Good phone skills supporting field service

- Strong verbal and written communication skills

- Strong interpersonal skills

- Good troubleshooting skills

- Good technical documentation skills

- Good reading and writing skills (English)

Education/Experience :

- High school Diploma or equivalent required

- Competency with Microsoft Windows on an intermediate level (advanced file management, software installation and configuration, printing issues, etc.); basic networking experience and knowledge required

Redbox - 21 months ago - save job
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Redbox wants to muscle its way into movie and game renters' hearts. In an industry dominated by Netflix and GameFly, it rents DVD and...