Infrastructure Support Specialist

Infrastructure Support Specialist

The Infrastructure Support Specialist is responsible for overseeing the installation, 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 networking and security related topics.

What you will be doing:

• Remotely coordinates and performs billable hardware, software, and network installations in primarily retail environments.
• Provides quality telephone support with a high degree of customer service, product expertise and timeliness.
• Troubleshoots, diagnoses, and oversees repairs of defective equipment.
• Performs selected software troubleshooting and repair.
• Documents customer problems/issues as well as troubleshooting steps and resolutions
• Escalates unresolved problems or issues within prescribed timeframes.
• Sell and provide consulting services on a regular basis.
• Sell/upgrade and install products for the existing customer base.
• Be able to attain a monthly revenue quota.
• Generates revenue by charging the customer time and materials for any work not covered by the support agreement.
• Promotes security and data loss prevention strategies.
• Performs other duties and tasks as assigned.

What you will likely bring:

• Associate degree preferred and/or 3+ Years of experience within IT, preferably in a service environment.
• Effective verbal and written communication skills.
• Customer service skills, including punctuality and keeping commitments.
• Problem solving and troubleshooting skills.
• Project management and organizational skills.
• Strong attention to detail.
• Ability to convey knowledge in easy-to-understand terms to non-technical decision makers.
• Ability to guide end-users and onsite technicians through complex technical situations.
• Self-driven and motivated to schedule and complete work with minimal supervision.
• Ability to complete and maintain work and project records.
• Ability to meet deadlines.
• Strong technical knowledge in computer hardware and networking.
• Experience with mobile platforms including Android and iOS.
• Experience in deploying Retail equipment including POS and Credit Card devices is a plus.
• Experience with business class routers, firewalls, site-to-site VPNs is a plus.

What could set you apart:

• Experience in a customer facing role.
• Experience within a software company. v

The Global Support Team

The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.

About Epicor

At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business.

We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.

We are an equal-opportunity employer.

Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

At Epicor, we care about your health and financial wellness, as well as your work-life balance. That’s why we offer comprehensive benefit offerings including medical coverages, dental, and vision, as well as other wellness programs. In addition, we offer a 401(k) match, HSA and FSA plans, a student debt program, a wide variety of insurance coverages, and voluntary benefits to achieve financial wellness. We also value your work-life balance and offer flexible time off, paid holidays, and paid maternity and parental leave. Please note that this is for information purposes only and provides a summary of Epicor's benefit offering.