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Technical Support Representative

Company: Cullinan Group
Location: El Paso
Posted on: September 13, 2019

Job Description:

Cullinan has made a successful entry into the US market in West Texas and seeks a Technical Support Representative (TSR) to support the technical infrastructure that is currently installed in over 200 convenience store sites in West Texas. The person we seek has an IT support background, more specifically, previous experience in a technical support role supporting Windows PCs and various back-end systems.-- The successful candidate will be interacting with Cullinan's customers and so good communication skills are essential.-- The role is quite autonomous and is a great opportunity for someone looking to work from home and have some flexibility with working hours. The role will include on-call support for issues that may arise outside of normal business hours that cannot be resolved by the Help Desk without TSR involvement. About the role: 1. Provide remote troubleshooting support of all Cullinan in-store services provided to Cullinan's sites. Troubleshooting activities include: Remote access to in-store devices to diagnose issues Access to back-end services to diagnose in-store issues Resolution of issues Escalation of issues where resolution cannot be identified Client interaction to provide ongoing status of active issues Client interaction to gather diagnostic information to assist in problem identification and resolution. 2. Implement changes to services including new in-store services for Cullinan sites, and updates to existing in-store services. 3. Develop Help Desk support processes to maximise frontline support capability and minimise (where possible) the need for escalation to TSR. 4. Provide ongoing feedback to Help Desk Manager on issues resolved by TSR, with emphasis on repeat issues, preventative actions, and unnecessary involvement of the TSR by the Help Desk. 5. Occasional onsite activities where required. 6. Telephone support to Cullinan Help Desk and retailer clients as needed. 7. Remote access to Cullinan systems, tools and retailer client networks We seek someone with the following experience: Strong working knowledge of remote access tools (TeamViewer, VNC, RDP) Strong working knowledge of Windows 7 Good knowledge of Point of Sale systems Strong working knowledge of SQL database environments with particular emphasis on Postgres Strong working knowledge of Linux with particular emphasis on SSH and Bash scripts. Skills and Qualifications: IT engineering qualification will be well regarded Fluent in English US citizen or valid US work permit. Initial training on Cullinan systems and retailer clients will be provided.

Keywords: Cullinan Group, El Paso , Technical Support Representative, IT / Software / Systems , El Paso, Texas

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