Infrastructure Support Specialist

As an Infrastructure Support Specialist, you will be responsible for overseeing the replacement, servicing, and repair of equipment/systems including evaluation of existing installations for operational efficiencies and potential business risks, as well as identifying, positioning, selling, and delivering consulting services for hardware, networking and security related topics.

What you will be doing:

• Provide quality telephone support with a high degree of customer service, product expertise, and timeliness.
• Troubleshoot, diagnose, and oversee repairs of defective equipment.
• Perform selected software troubleshooting and repair.
• Document customer problems/issues as well as troubleshooting steps and resolutions.
• Escalate unresolved problems or issues within prescribed timeframes.
• Sell and provide consulting services on a regular basis, upgrade and install products for the existing customer base.
• Generate revenue by charging the customer time and materials for any work not covered by the support agreement and attain a monthly revenue quota.

What you will likely bring:

• Requires Minimum of 2+ years’ experience in a field customer facing role.
• Industry knowledge/experience.
• Requires previous experience in driving incremental revenue from sales of added value services
• Requires the ability to troubleshoot and configure various Hardware and Software including but not limited to: Server’s, PC’s, Scanners, Printers, RF and POS equipment, and Linux. Fluent in Windows OS.
• Demonstrated troubleshooting and analytical ability coupled with strong decision-making skills and willingness to support changing department initiatives.
• Requires attention to detail to ensure accuracy at all steps in the process.
• Requires good oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company.
• Requires excellent communication, interpersonal skills, and listen to understand customer needs.
• Seeking candidates who can provide coverage in the CDT timezone, with the flexibility to occasionally work in EDT or PST timezones. This is a fully remote position.

What could set you apart:

• Experience with Retail Hardware a plus.
• Experience within a software company is a plus.

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About Epicor 

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. 

We’re Proactive, Proud, Partners.  

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