[Hiring] Infrastructure Support Specialist @Epicor Software Corporation

Role Description

As an Infrastructure Support Specialist, you will deliver remote technical support and troubleshooting for customer hardware, peripherals, and network environments in automotive and retail operations. You will play a key role in diagnosing and resolving issues, supporting upgrades, and ensuring seamless operations across customer locations and hosted datacenter environments.

What you will be doing:

• Provide high-quality remote technical support, focusing on customer service, technical expertise, and timely issue resolution.
• Troubleshoot, diagnose, and coordinate repairs for hardware, peripherals, and network connectivity across customer and hosted environments.
• Support and configure servers, PCs, scanners, printers, RF devices, POS equipment, and related peripherals.
• Perform software troubleshooting and repair activities related to supported hardware environments.
• Analyze and resolve connectivity failures across internal and external network routes, including ISP, VPN, firewall, routing, and endpoint communication.
• Communicate technical findings, routing paths, and root cause information clearly to customers in both business and technical terms.
• Collaborate with customers, vendors, telecommunications providers, datacenter teams, and internal support teams to resolve complex infrastructure and connectivity issues.
• Document customer issues, troubleshooting activities, resolutions, escalation details, and service actions accurately within support systems.
• Escalate unresolved problems within established service level expectations.
• Manage support requests in alignment with operational workflows, schedule adherence, and case activity expectations.
• Perform time-and-materials work, ensuring accurate documentation and billing for services not covered under support agreements.
• Identify opportunities for additional support services, upgrades, or hardware-related consulting.

Qualifications

• 3+ years’ experience in a customer-facing technical or hardware support role, preferably in retail or technology environments.
• Strong troubleshooting and analytical skills for diagnosing complex hardware, software, and network issues.
• Experience supporting hardware environments, including servers, desktops, printers, scanners, RF devices, and POS systems.
• Working knowledge of Windows operating systems, Linux fundamentals, and basic client/server technologies.
• Understanding of networking fundamentals (TCP/IP, DNS, VPN, routing, firewalls, remote access, ISP troubleshooting).
• Excellent communication and customer service skills, with the ability to explain technical issues to both technical and non-technical audiences.
• Ability to manage multiple priorities, adapt to changing requirements, and work across multiple time zones.

Requirements

• Experience with Linux and POS or retail technology environments.
• Experience working within SLA-driven or ticket-based support environments.
• Additional certifications or experience with advanced networking or security technologies.

Benefits

• Comprehensive health and wellness benefits designed to support your overall well-being.
• Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Comprehensive support for international relocations and permanent residency processes.

Company Description

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. Together, Epicor employees are creating a more resilient global supply chain.

We’re Proactive, Proud, Partners. Whatever your career journey, we’ll help you find the right path. At Epicor, your success is our success.