Technical Support Specialist

Job Opportunity At Beacon Hill

Beacon Hill was founded to set a new standard in search, career placement, and flexible staffing. Duties include using remote tools and cloud technology to provide technical support for hardware, software, store networks, and applications. Monitors the severity of data packet loss either to the entire store network or specific pieces of equipment. Provides the best solution to resolve the underlying problem to bring equipment up to full functionality. Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications. Determines the best course of action to improve performance and efficiency of store systems, equipment, and applications. Provides accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality. Understands and completes proper processes when installing software. Directs field personnel in installing new equipment that is going on the store network. Configures and upgrades software on newly installed devices. Implements software changes for fuel dispensers and fuel tanks. Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras. Provides troubleshooting by using remote tools connected to other legacy networks. Manages multiple tickets and works them in order of emergency to lowest priority. Identifies re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems. Reads, interprets, and follows procedures described in the internal knowledge base. Provides documentation for knowledge base articles. Works with third-party help desk vendors as applicable. Maintains inventories and orders parts as needed. Provides phone support as needed. Attends training classes as required to stay current with new equipment troubleshooting procedures and technology. Initiates timely communication of critical events to Store Support Team Leads. Completes other duties, including special projects, as assigned by management.

Skill requirements include a complete understanding of the store network (hardware and software), PC architecture, wireless communication, router, and third-party cellular devices. Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made. Ability to research and resolve issues. Capable of working in a fast-paced environment. Excellent verbal communication skills and the ability to explain technical information in layman's terms. Well organized with the ability to work under pressure and meet tight deadlines. Excellent understanding of intra-department functions and operations. Ability to perform repeated bending, standing, and reaching. Ability to occasionally lift up to 40 pounds. Available to work a variety of shifts, including second and third shift, weekends, and holidays; understands the staffing expectations of working in a 24/7/365 days a year department.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply. California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.