Radial, Inc.
Location
Louisville, KY | United States
Job description
IT Technician III
At Radial, our employees are the forefront of ecommerce, bringing beloved brands to consumers through our fulfillment, customer care and technology solutions. We are fueling the future of retail, which means you are, too. When you work for Radial, you join a global community of changemakers, where the work is critical, and the culture is fun. We depend on our workforce to overcome real-world challenges every day and encourage you to carve your own career path while shaping our future together.
Radial, the leader in omnichannel commerce technologies and operations has an exciting opening for an IT Technician Lead. Radial’s omnichannel solutions use cutting-edge technology and analytics to optimize the e-commerce end to end processes reducing costs for our customer while enhancing the consumer experience.
Role Summary:
The IT Technician III provides support to users of information technology systems in use at Radial. Handle PC hardware/Printers/ RF Guns/software builds and upgrades. Is responsible for day to day administrative functions of local computer systems including printers and RF Guns as required. Also responsible for coordinating the escalation and resolution of problems with other Information Technology staff members.
Responsibilities:
Provides direct support to Radial employees and clients (customer) on all technologies in use and supported by the IT department.
Tech1, Tech2 & Tech3 responsibilities required.
Maintains friendly and helpful demeanor with customers at all times. Meets or exceeds departmental response time goals.
Uses system designated by departmental management to track user requests for assistance. Follows specified procedures on the use of said system. Monitors the Helpdesk Ticket queue and fulfills requests in a timely and courteous manor.
Coordinates with other IT staff members as appropriate for the resolution of problems. Proactively seeks assistance from other staff members as required to quickly resolve customer problems.
Observes company guidelines with regard to copying of software and advises departmental management when any illegal use of software is discovered.
Delivers, picks up, and/or ships equipment to repair vendors as required. Tracks such activities in accordance with departmental guidelines.
Notifies departmental management in writing when any equipment is relocated within the company, including serial numbers, original location of equipment and new location of equipment.
Enforce and comply with all Payment Card Industry Data Security Standards
Promptly advises departmental management of any situation that will cause a substantial delay in the resolution of a customer problem.
Answers help desk calls live when possible.
Responds promptly to voice messages left in the help desk mailbox and confirms receipt to the customer with an estimate of resolution time where possible.
Configures supports and repairs all desktops, monitors, printers and RF scanner guns in the office and warehouse.
Maintain an accurate inventory of IT equipment.
Escalate critical business system issues that may impact the business
Work with Systems Administrators to support DHCP, DNS, Mail, Operating systems and production application configurations.
RF device troubleshooting involving physical mobile device, operating system of the device (Windows, Android, etc), and the hardware involved in supporting the device to include batteries, triggers, connectivity issues, etc.
Knowledge of WIFI networking and the ability to offer support to SSID, channeling, cabling, powering, etc.
Other duties as assigned related to but not limited to goals and the direction of the company.
Additional capabilities focusing on roles related to elevated permissions for various software programs.
Advanced knowledge of applications and support required.
WiFi and network infrastructure knowledge to include configuration and troubleshooting.
Enterprise server support knowledge to include troubleshooting and account creation.
Role is regarded as S.M.E. (Subject Matter Expert)
Familiarity and working knowledge of cross team involvement and tasks.
Network management and configuration tasks involving WiFi, access points and all network hardware
Server management and configuration
Knowledge of I.T. facilities and requirements.
Responsible for training Tech1 team members as required on various tasks and hardware.
The candidate in this role has mastered the requirements needed and expected to supervise the Technician team within the local region to complete goals and tasks as assigned.
Well established communications channels between local site leadership and ESS team.
Able to anticipate the needs required of the site before they are discovered.
Vendor and Supplier management of resources and hardware as needed, to include communication and relationship with site leadership.
Project Management skills to include the task and time management related to local projects.
Some engagement on national initiatives, and assistance with facilities outside of AOR.
This position is a promotable position.
Role is regarded as a S.M.E. with supervisory skills and responsibilities.
Qualifications:
Bachelor's degree (BS) in a related field preferred.
5+ years related experience with desktops and servers preferred.
Familiarity with ticketing systems. ServiceNow experience preferred.
Office365, Outlook and Active Directory knowledge.
Avaya and Cisco/Networking
Knowledge of WMS applications - Manhattan9, Manhattan13, LogPro
Subject Matter Expert on Cisco Call Manager, Avaya CMS
Physical demands are considered to be that of an office/warehouse environment. Requires the ability to walk around the warehouse, prolonged sitting, ability to utilize a computer and interact with other associates in meetings and/or via phone
Travel:
This position is not remote.
Travel not required.
Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing [email protected]. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.
We were made aware of an employment scam in which a third-party is creating false communications under the Radial name. We want to reiterate that Radial never seeks payment from job applicants and only reaches out from @radial.com email addresses. We are encouraging applicants to apply through our website at Radial Careers for added security.
Job tags
Salary