Technical Support Agent
Details: Kelly Services IT is seeking multiple Technical Support Agents for a 6+ month contract with a Fortune 100 client in Warrenville, IL! Please apply today or send your resume directly to Caitlin Donnelly: . JOB DESCRIPTION: The Technical Support Agent is responsible for complex issue resolution affecting the point of sale, back office and credit card processing for all channels of trade. Provides support for hardware and software related issues; dispatches to third party vendors and monitoring issue to resolution. The responsibilities include interacting with site personnel, third party vendors and other representatives. Position requires effective problem solving, a thorough understanding of software applications and the interdependencies of site configuration when investigating issues, advanced troubleshooting skills and the ability to learn new concepts quickly. Utilizes remote access to re-establish customer based systems. Recognizes when an escalation is required and communicates with vendor and site operator to ensure required servicing is appropriately coordinated. KEY ACCOUNTABILITIES Advanced troubleshooting of POS and Back office hardware, software, networking, credit card processing, accounting data journey and variance issues Provides Level II technical support and resolve escalated customer problems Prioritize and handles daily activities for unresolved escalations and follows up with the site as needed Contacts and works with the site personnel to resolve issues Escalate to third party vendors and works with the vendors until issues are resolved Identify chronic issues affecting a site performance Provide software and hardware support for proprietary systems on Windows 95, MSDOS, Windows 2000, Windows XP Support for LAN and IP based systems Perform problem investigation and research to resolve system related issues: search databases containing records of problems, symptoms and solutions. Consult vendor documentation and information systems for symptoms and solutions. Provide technical assistance for field representatives Record and maintain information about all assigned user problems in the customer management system Creating and updating knowledge base documentation for continuous improvement Ability to make decisions, weigh the ramifications and foresees consequences of those decisions Excellent interpersonal, analytical, business and technical judgment, negotiation, problem solving and verbal and written communication skills EDUCATION AND EXPERIENCE Bachelors degree or equivalent experience preferred Minimum 1 year Point of Sales troubleshooting experience preferred Minimum 2 years technical software support Minimum 1 year network related experience preferred Accounting experience preferred Experience with MSDOS, Windows 95, Windows NT, Windows 2000, Windows XP, SQL and Databases Strong PC skills including Microsoft Office and ability to navigate and use software A+ and Network+ certification preferred Experience with VNC and Remote desktop preferred Why Kelly ® ? With Kelly, you’ll have direct connections to leading IT organizations in the best companies around the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 97 of the Fortune 100™ companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent: people like you. Last year we found 10,000 opportunities for IT professionals. Let us help advance your career today. About Kelly Services ® Kelly Services, Inc. (Nasdaq: KELYA, KELYB) is a global leader in providing workforce solutions. Kelly ® offers a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Serving clients around the world, Kelly provided employment to more than 555,000 employees in 2014. Revenue in 2014 was $5.6 billion. Visit kellyservices.com and connect with us on Facebook , LinkedIn and Twitter . Download WorkWire ™ , a free career and employment resource iPad® app by Kelly Services. iPad is a trademark of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce.Apply for this job.