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    Technical Support Engineer - Jersey City, United States - Neptune Retail Solutions

    Neptune Retail Solutions
    Neptune Retail Solutions Jersey City, United States

    4 weeks ago

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    Description

    Job Description

    Job DescriptionSalary:

    Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation's 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 country's largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.

    NRS's 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 will provide enterprise-level assistance to our internal customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Responsibilities include resolving computer related issues, configuring operating systems and using remote desktop connections to provide immediate support. Using email and chat applications, the TSE will provide internal clients with 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.

    Position Responsibilities

    • Research and identify solutions to software and hardware issues.
    • Diagnose and troubleshoot technical issues, including account setup and network configuration.
    • Ask customers targeted questions to quickly understand the root of the problem.
    • Track computer system issues through resolution, within agreed time limits.
    • Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue.
    • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers and network engineers)
    • Provide prompt and accurate feedback to customers.
    • Refer to internal database or external resources to provide accurate tech solutions.
    • New Hire IT orientation.
    • Asset Management – Laptops & associated computer accessories
    • Ensure all issues are properly logged into our ticketing system (ServiceDesk Plus).
    • 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.
    • Perform New Hire IT orientations set by management.
    • Document technical knowledge in the form of notes and manuals.
    • On-call support (After hours - Weekend), as needed.
    • IT Lab support (Shipment, imaging, inspection, inventory management)
    • Help with office services & data center as needed.
    • SCCM/MDM responsibilities


    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 using SCCM and WSUS for OS patching and application packaging, updates, and maintenance.
    • Experience w/ Active Directory, Group Policy and their use for managing user computer objects.
    • Experience with Windows and MAC OS system features, settings, and installation.
    • Expert level MAC skills
    • Working knowledge of JAMF, IBM Maas 360 and Microsoft Intune/Endpoint Manager is a plus.
    • Strong verbal and written communication skills, with the ability to alter communication style in order to ensure understanding among other varying communication styles/modalities.
    • Highly organized and detail oriented to ensure accurate and timely task completion.
    • Ability to work effectively, both independently and as a member of a team, who thrives in a fast-paced environment.
    • Exceptional project 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.

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