Job Details

ID #22953461
State North Carolina
City Wilkesboro
Job type Permanent
Salary USD TBD TBD
Source Lowes Home Improvement
Showed 2021-11-18
Date 2021-11-17
Deadline 2022-01-16
Category Internet engineering
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Technology Support Technician

North Carolina, Wilkesboro, 28697 Wilkesboro USA

Vacancy expired!

Lowe's is able to offer remote employment of this position in the following states: AL, AR, AZ, CO, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NH, NJ, NM, NV, OH, OK, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY.

Job Summary: The primary purpose of this role is to provide level 1 and basic level 2 technical support to resolve commonly reported, semi-complex problems with technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Lowe's Stores, Supply Chain facilities and corporate office locations. This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system. This role responds to customer requests via phone queue, chat, and customer emails, creates/updates knowledge articles and support processes, and participates in the execution of disaster recovery and business continuity processes, supporting these events as they arise. This role also performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software. This role interacts occasionally with third-party hardware and/or software vendors by initiating and supporting vendor services as necessary. The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department.

Key Responsibilities: • Provides support to resolve problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly, setting customer expectations and detailed incident documentation • Analyzes and prioritizes incoming requests • Attempts to resolve problems, then escalates problems as necessary to appropriate resources (e.g., support team, vendor) • Routes problems as necessary to appropriate resource (e.g., support team, vendor) • Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system • Monitors resolution of problems to achieve closure and provides status updates to employees and technical support team • Performs preventive maintenance and break/fix repairs on PCs, thin clients, printers, servers, mobile devices, handheld devices, and software applications • Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary; dispatches additional service from vendors if required • Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software

Minimum Qualifications: • Associate degree in Computer Science, CIS, or related field (or equivalent work experience in a related field) • 2 years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware • 2 years of experience requiring the use of a PC or company information system

Preferred Qualifications: • Bachelor's degree in Computer Science, CIS, or related field • 1 year of IT experience in the retail industry

About Lowe's: Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 20 million customers a week in the United States and Canada. With fiscal year 2020 sales of nearly $90 billion, Lowe's and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ over 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.

Lowe's is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

Vacancy expired!

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