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End User Services Technician-II
Ref No.: 17-15302
Location: Marlboro, Massachusetts
Position Type:Contract
End User Services Technician-II/ Marlboro- MA/ 12 months
Must haves:
  • Need 2nd level support – specifically in POS or Corporate
  • Shift flexibility a must
  • Phone Demeanor/Phone Presence - Positive, High-Energy, Customer Service focus
Shift Details:
Earliest someone comes in is 6am to start their shift. Latest someone comes in is 4pm
We have shifts that run:
  • Sun - Thu
  • Tue - Sat
When someone comes in new, they are Monday through Friday. They will be moved at some point, it's inevitable and it is usually permanent.

Job Description:
Duties/Responsibilities
  • Provide Store and End User Support
  • Service Desk
Skill Sets;
  • Retail IT Experience preferred
  • Call Center Experience
  • Help Desk Experience
  • MS Windows
  • MS Applications
  • PC Hardware
  • Network Experience
Job Environment:
  • 21 Agents in the call center (10 Corporate Support, 11 Stores Support)
  • Supports 600+ applications (corporate) – no call is the same. Diverse experience in supporting a variety of issues required.
  • High stress environment – need to have humility, tolerance, ability to keep calm at a screaming caller. Ability to take control of the call in a nice way for a resolution.
  • High Variety of different ticket requests and issues – a Tier 2 agent that is like a "jack of all trades” is preferred.