The core skills of Tier 3 support for troubleshooting store issues that cannot be solved by Enterprise Help Desk /or Tier 1-2 teams are listed below.
o Triage and analysis
o Independent issue resolution
Microsoft Windows Troubleshooting - Windows 10
§ Installation issues
§ Maintenance issues
§ Configuration issues
Store Network Troubleshooting
§ Identifying network configuration issues
§ Understanding the basic network configuration for the store
§ Understanding of POS hardware and components (CPU, memory, etc.)
§ Peripheral devices (Digital Order Manager, Starbucks Production Controller, Wireless Scanner, Cash drawer, Printers PIN entry device (PED), etc.) and their interfaces
§ Navigate remotely on Power connection, interface cables and internal wirings for both front office as well as in back office.
§ Building trust & rapport with Store Partners
§ Determining the store partner's level of expertise
§ Work with rest of the PoS SMEs in the team
§ Communicate issue resolution
§ Accurately documenting root cause of issues
§ Experience in ticketing tools like Remedy/SNOW
Good interpersonal skills, working with non-technical resource to resolve technical issues.
Call Center / Helpdesk experience
Computer Hardware Troubleshooting experience
Ability to work independently
Willing to work during weekends on rotation basis
Nice to have
Experience with Drive through technologies.
Release & Deployment tools and process
IT & Technical