Technical Support Analyst

SymplyFi is currently seeking several Technical Support Analysts to work full-time onsite in our Atlanta Office.This position is a L1 tech support role that provides telephone based Technical Support for the SymplyFi platform.The ideal candidate for this position will have excellent customer service skills, relevant network related IT certifications and a bachelors degree from an accredited college.This position requires working rotating weekend and 2nd shifts as scheduled.Experience working in a restaurant or other retail sales environment is a strong plus!RESPONSIBILITIES - What you will be doing working with us Work full-time onsite, in the office, as scheduled - including weekend shifts. Create and document helpdesk support tickets to track customer issues. Follow documentation & workflow procedures to troubleshoot, resolve or escalate customer issues. Remotely troubleshoot Layer 1, 2 and 3 network connectivity issues Remotely troubleshoot and resolve network issues with customer end-user devices including POS, Windows/MAC PCs, tablets and VoIP phones. Monitor customer site status dashboard and proactively respond to outages. WORK SCHEDULE Full-time, 5 days per week (40 hours per week) Weekend shifts as scheduled 2nd shift (11am to 8pm) as scheduled RequirementsExperience and knowledge you must have 2 years of experience with PC network & Internet connectivity troubleshooting using ping, traceroute, cable tracing, DNS lookup 2 years of telephone based IT helpdesk or other telephone based customer service experience Foundational TCP/IP networking knowledge including including IP addresses, TCP/UDP ports, MAC Address, ARP, DHCP, DNS, IP subnetting & Ethernet. Understanding of basic Layer 3 / routing and L2 / switching concepts including VLANs Excellent customer service and communication skills - enjoys helping non-technical users resolve IT issues Positive, outgoing service oriented disposition - enjoys working with diverse customers over the phone. You must be available to work weekends and 2nd shift (11am to 8pm) as scheduled Experience we desire but is not required Experience working in the restaurant, hospitality or retail industry Experience with retail technologies like POS systems, Retail POS Kiosk BenefitsCOMPENSATION - What you will get from us $45,000 starting salary Medical, Dental, Vision Insurance Paid holidays 401K with Matching We pay for your IT certification exams.