[Hiring] IT Support Associate @Compass Experience Labs

Role Description

Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Document incidents and resolutions and provide updates to the knowledge base where applicable.
• Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

Qualifications

• 1-2 years of at least Tech Level 2 experience within BPO setting; IT service desk experience is a plus.
• Strong technical proficiency in hardware and networking.
• Good understanding of security best practices in a regulated business.
• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc. is highly preferred.
• Experience in POS troubleshooting is an edge; ALOHA experience is a plus.
• Exceptional English communication skills (written and spoken).

Requirements

• A licensed Windows computer with a serial number is the only computer we will accept for this position. Customized or jailbroken homemade devices are not allowed.
• Applicants must have a strong wired internet connection to support systems and possess a Windows computer with a working webcam.
• All agents must have a working camera to be used during training sessions and 1:1 conversations.
• Agents must have a working headset with a microphone; speakers are not permitted while on calls.
• Agents must be willing to have Crowdstrike installed on their personal computer/laptop.
• All agents will be required to install third-party software in order to run the screen capture module:
• Screen Capture Module
• Microsoft Windows Installer 2.0 or later
• Microsoft Visual C++ 2019 Redistributable 32-bit
• Microsoft .NET Framework 4.6.2 or 4.7.x
• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
• Download speed must be at least 100 MBPS with latency (RTT) of <200ms.
• Processor: Windows Intel Core i5 11th gen or newer / AMD Ryzen 5 5000 series or newer should be Windows 11.
• RAM: 16 GB with 256 storage.

Benefits

• A fully remote work environment.
• This is currently a full-time position, offering competitive wages.
• Comprehensive training on our products and services.
• Career development opportunities, including internal promotions.
• A positive and growing work culture that values diversity and inclusivity.