Technical Support Engineer If you are looking for a place to build your technical career take a look at this You will be a member of “the buck stops here” pointofsale team for more than 1100 stores If our tier 1 store helpdesk can’t solve it it comes to you This job takes a real problem solver who knows about hardware software and distributed systems Do you enjoy writing SQL queries and are you good at explaining technical concepts to nontechnical users Have you written small software applications If you have experience troubleshooting RF equipment that is a huge plus Ability to write SQL statements is required You will proactively monitor problems and identify similarities or chronic issues that may affect multiple stores Be ready to document resolutions and provide training to other support groups The systems engineer will work directly with members of IT Development and the help desk and acts as a liaison between the TSC Help Desk and IT Development Administration teams Experience with storelevel retail is a plus Information Systems Professionals who thrive on challenge and who earn their teammates’ respect are discovering exciting new careers at Tractor Supply Company Not only do we offer a bright future with a stable and growing 4+ billion company Tractor Supply offers the opportunity to be part of an enthusiastic team that is growing professionally With brand new offices for IT in Brentwood (Nashville) Tennessee and new projects underway and planned this is the time to check out Tractor Supply As the largest operator of retail farm and ranch stores in the United States we are dedicated to values that support the needs of those who live the life “out here” Job Purpose This position is responsible for providing 3rd level technical support for Tractor Supply Stores and the Help Desk to minimize system down time and increase store productivity and efficiency through the use of technology Primary Duties Provide 3rd level technical support within IT Maintain timely and routine communication with customers on progress of work Review and take ownership of proactive application alerts and resolve the application issue or escalate to the appropriate teams Consult with Development Teams and vendors on possible software and hardware defects identified via reported problems Troubleshoot verify and test to validate possible defects and take steps to correct them or make recommendations for resolution Take ownership of escalated calls from 1st or 2nd level Help Desk Team Members and resolve complex TSC store technical issues Participate in store related processes and projects requiring IT support Develop tools or scripts within scope of expertise Train other support engineers and Help Desk Team Members on the new and existing features Create knowledgebase solutions and audit submitted documents for technical accuracy Participate in weekly meetings covering the top issues facing the support staff with appropriate support teams Identify new features which could (1) enhance product serviceability (2) improve support efficiency and productivity andor (3) improve store uptime Participate in store visits to intervene with resolving problems of high severity Education and Experience Associate or Bachelors degree in Computer Science or related field Experience in retail business processes and understanding of hardware design and interfaces Strong planning and organizational skills 2 or more years of Information Technology experience required 2+ years experience in a technical support environment 2+ years of experience in the following technologiesWindows XP Linux SQL Oracle PLSQL experience a plus Essential Skills Demonstrated ability in working with crossfunctional teams and geographically dispersed teams Excellent written and verbal communication skills Highly selfmotivated and directed Demonstrated customer focus Experience in a QA or related role considered a plus Knowledge of retail business including point of sale systems preferred Strong technical interpersonal and business skills Strong communication skills and ability to interface with fellow technical employees and business partners Advanced problem solving skills and ability to develop effective longterm solutions to complex problems Java knowledge a plus Knowledge of networking technologies Computer hardware integration repair including POS components (receipt printers pin pads etc)
Dice - 9 months ago
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