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&lt;p&gt;&lt;strong&gt;About the Role:&lt;/strong&gt;&amp;nbsp;RetailNext is hiring a dedicated Level 1 Technical Support Engineer to join our team. In this role, you will be responsible for investigating and resolving escalated technical cases while ensuring compliance with our Service Level Agreements (SLAs).&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;Key Responsibilities:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Handle assigned tickets from the Support Manager and Helpdesk Support Engineers.&lt;/li&gt;
&lt;li&gt;Review Helpdesk Support Team actions to understand case history.&lt;/li&gt;
&lt;li&gt;Diagnose problems and determine next steps for resolution.&lt;/li&gt;
&lt;li&gt;Identify and discuss the root causes of user technical issues.&lt;/li&gt;
&lt;li&gt;Adhere to team processes and procedures.&lt;/li&gt;
&lt;li&gt;Collaborate effectively with onsite technicians for accurate issue diagnosis and troubleshooting.&lt;/li&gt;
&lt;li&gt;Gain a thorough understanding of RetailNext products to resolve customer issues efficiently.&lt;/li&gt;
&lt;li&gt;Respond to assigned tickets/tasks following SLA guidelines.&lt;/li&gt;
&lt;li&gt;Update technical support documentation as required.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Skills:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Troubleshoot network, software, and operating system issues in a distributed environment.&lt;/li&gt;
&lt;li&gt;Possess experience in customer-facing Technical Support roles and knowledge of RetailNext products.&lt;/li&gt;
&lt;li&gt;Drive cases to resolution while maintaining excellent customer communication.&lt;/li&gt;
&lt;li&gt;Maintain accurate and regular case notes.&lt;/li&gt;
&lt;li&gt;Escalate relevant cases appropriately.&lt;/li&gt;
&lt;li&gt;Ensure all possible solutions are attempted before requesting onsite visits.&lt;/li&gt;
&lt;li&gt;Relay customer feedback and suggestions to the appropriate internal teams.&lt;/li&gt;
&lt;li&gt;Follow company policies and best practices, including accurate time tracking.&lt;/li&gt;
&lt;li&gt;Assist other Support Team members as needed.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Knowledge:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;High level of customer satisfaction through prompt responses to emails and phone calls.&lt;/li&gt;
&lt;li&gt;Professional communication with internal and external parties.&lt;/li&gt;
&lt;li&gt;Accuracy in case note updates and understanding of escalation paths.&lt;/li&gt;
&lt;li&gt;Effective problem diagnosis and discussion of root causes.&lt;/li&gt;
&lt;li&gt;Instructions to onsite technicians based on hardware and software knowledge.&lt;/li&gt;
&lt;li&gt;Use of diagnostic utilities for network troubleshooting.&lt;/li&gt;
&lt;li&gt;Management of help desk systems to ensure correct case handling.&lt;/li&gt;
&lt;li&gt;Delivery of quality customer service through knowledge of principles and practices.&lt;/li&gt;
&lt;li&gt;Ability to identify and leverage opportunities for support improvement.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Talents:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Professional phone etiquette.&lt;/li&gt;
&lt;li&gt;Exceptional written and oral communication.&lt;/li&gt;
&lt;li&gt;Strong customer service orientation.&lt;/li&gt;
&lt;li&gt;Ability to work under pressure and resolve complex issues.&lt;/li&gt;
&lt;li&gt;Coaching skills to guide junior staff in handling escalated issues.&lt;/li&gt;
&lt;/ul&gt;
&lt;div&gt;
&lt;p&gt;&lt;strong&gt;Why Join Us:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Remote Work First Environment&lt;/li&gt;
&lt;li&gt;Medical Insurance&amp;nbsp;&lt;/li&gt;
&lt;li&gt;Recharge Days: Monthly, we shut the company down for one day to allow for employees to focus on their personal wellbeing&lt;/li&gt;
&lt;li&gt;Best-Self Benefit: We offer an annual stipend&amp;nbsp; for employees to spend money as they would like for anything that falls under personal or professional development&lt;/li&gt;
&lt;li&gt;Holiday Exchange Program: We allow employees to exchange any company holiday for one they would prefer to celebrate&lt;/li&gt;
&lt;/ul&gt;
&lt;/div&gt;
&lt;div&gt;
&lt;div class=&quot;gmail_signature&quot; data-smartmail=&quot;gmail_signature&quot;&gt;&amp;nbsp;&lt;/div&gt;
&lt;/div&gt;

L1 Technical Support Engineer 