Support Technician/Sr. Customer Support Analyst

Job Summary Customer Support Analyst / Onsite Support Technician- Charlotte, NC.

• Provide onsite technical support for in Charlotte, NC.
• Act as primary contact for technical support requests via phone, ServiceNow, Teams, and email.
• Diagnose, resolve, and document technical issues related to desktops, laptops, POS systems, and peripherals.
• Perform hands-on imaging, configuration, deployment, troubleshooting, and hardware replacement for end-user devices.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, Office) and resolve user account/access issues.
• Troubleshoot and support store-level technology, including POS workstations, printers, and scanners.
• Manage incident tickets from initial triage through resolution or escalation, ensuring timely communication and SLA adherence.
• Escalate unresolved issues to appropriate infrastructure, networking, POS, or vendor support teams.
• Create and update knowledge base articles, and identify opportunities for process improvement and automation.
• Maintain accurate ticket documentation and contribute to knowledge sharing within the team.
• Utilize ITSM platforms (preferably ServiceNow) for incident management and ticket tracking.
• Demonstrate strong customer service skills, professionalism, and the ability to work independently with minimal supervision.
• Support store operations and minimize disruptions during POS deployment, occasionally providing weekend support.
• Collaborate with technical teams and store personnel to ensure smooth deployment and technology support.
• Uphold high standards in communication, organization, problem-solving, and attention to detail.