The primary role of the Operation Support Analyst I is to serve as a frontline technical support, addressing and resolving a wide range of technical issues faced by our users. This includes everything from minor software glitches and hardware malfunctions in a retail environment to systemic issues affecting software functionality and network infrastructure.This position offers the unique opportunity to act as a pivotal advocate for customers, ensuring their technical issues are addressed with urgency and precision. You will gain invaluable experience troubleshooting a variety of systems, including proprietary and third-party software, as well as Windows and Apple operating systems. The role provides a pathway to develop advanced technical skills in a supportive, team-oriented environment.
Respond promptly to customer inquiries via phone and a ticketing system, ensuring effective communication and resolution of issues.
Research and troubleshoot a variety of issues, advocating for customers to ensure their needs are met and issues are resolved thoroughly and efficiently.
Document all interactions with customers to help refine troubleshooting processes and assist in the creation of a knowledge base.
Escalate complex support issues to appropriate higher-level personnel when necessary.
Work collaboratively with Operations Support Analyst II’s and other team members on troubleshooting challenging issues and executing special projects.
Provide support for both hardware and software issues in the retail environment, including POS systems and network components.
Maintain and update systems running on Windows 10, Windows 11, and Apple operating systems.
Strong problem-solving skills with the ability to handle issues of varying complexity with minimal supervision.
Proven ability to document and summarize technical interactions clearly and accurately.
Experience with Windows 10, Windows 11, and Mac OS, including troubleshooting and configurations.
Ability to communicate effectively with a diverse range of users and internal teams.
Persistence and results-oriented attitude, with a track record of achieving tangible outcomes.
Experience with ticketing systems and remote troubleshooting tools.
Familiarity with networking concepts, including firewalls and routing.
Ability to manage time and prioritize tasks effectively in a fast-paced environment.
Strong teamwork skills, capable of working as part of a dedicated team to achieve common goals.
Technical proficiency in supporting proprietary software and third-party applications commonly used in retail settings.
KMC Solutions Inc is a growing international company that operates in a multicultural environment with a focus on enterprise digital solutions and SAP implementations. The company employs a Digital Solutions team that works on SAP development and deployment projects globally, with involvement in various SAP modules including Finance and Controlling, Sales and Distribution, Material Management, Production Planning, and Quality Management. KMC Solutions maintains an in-house SAP team that collaborates with global Business Process Experts, end users, and external SAP partners to deliver RICEF objects and technical solutions. The company also provides occupational health and safety services, suggesting a diversified service portfolio that includes employee wellness programs and workplace health compliance.
