Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Sr. Technical Support to join our team. As a Technical Support Level 3 professional, you will be critical in supporting infrastructure projects for a large retail organization. Utilizing your expertise and extensive experience, you will work closely with installation technicians, providing remote support and troubleshooting assistance to ensure seamless installation and operation of retail infrastructure systems. Your commitment to technical excellence and customer satisfaction will help drive high-quality outcomes across various projects. **Key Responsibilities:** + Provide advanced technical support to installation technicians for troubleshooting complex infrastructure issues related to network systems, servers, and hardware components. + Analyze and resolve escalated technical problems efficiently using a systematic approach, leading to improved uptime and operational efficiency. + Create and maintain comprehensive documentation regarding system configurations, common issues, and troubleshooting procedures to facilitate knowledge sharing. + Liaise with cross-functional teams, including IT, operations, and external vendors, to ensure alignment and effective communication throughout project lifecycles. + Provide installation technicians with guidance and training on best practices, tools, and techniques for successful system installations and maintenance. + Monitor system performance and proactively identify potential issues before they escalate, ensuring a robust retail infrastructure. + Participate in infrastructure project planning and implementation, providing insights and technical expertise to optimize project success. + Stay current on industry trends, technologies, and best practices to enhance support capabilities and service delivery continuously. **Qualifications:** + Bachelor’s degree in Computer Science, Information Technology, or a related field; relevant certifications (e.g., CompTIA, CCNA) are a plus. + Minimum of 5 years of experience in technical support, preferably within a retail or large-scale enterprise infrastructure environment. + Proficient in networking protocols (TCP/IP, VPN, VLAN), server configurations (Windows/Linux), and hardware troubleshooting. + Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical users. + Strong analytical and problem-solving skills with a detail-oriented mindset. + A proven track record of delivering high levels of customer satisfaction through proactive support and solutions Our benefits include: Health Insurance (Medical, Dental, Vision) Basic Life/AD&D Employee Assistance Program Paid Holidays Paid Time Off 401(k) FSA/HSA Pre-Tax Benefits Discounts Life/Disability Plans CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.