JOB SUMMARY

The UPS Store, Inc., a wholly owned subsidiary of UPS is the world's largest franchisor of retail shipping, postal, printing and business service centers. The UPS Store® has over 4,800 independently owned locations in the U.S., Puerto Rico and Canada. We offer competitive salaries and a comprehensive benefits package that includes health, dental, 401(k) with company match, retirement plan, tuition reimbursement, discounted stock purchase plans and more.

The UPS Store Tech Support Specialist analyzes and configures telecommunication systems and services to meet business and customer requirements. He/She analyzes, maintains, monitors, and troubleshoots telecommunications components to provide a secure, high performance network. This position assists with the installation of telecommunications components for local and remote locations. He/She supports and maintains physical and logical components. This position investigates and resolves telecommunications problems. He/She maintains and increases knowledge and skills in telecommunications systems, dial plans, switching architecture, telephony, and wiring. The UPS Store Tech Support Specialist performs duties and tasks (e.g., moves, adds, changes, fault isolation and resolution, end user support, etc.) within structured environments.

The UPS Store Tech Support Specialist plans and performs installations and replaces consumable items to confirm proper operation of installations and to meet project plan designs and user requirement standards. He/She evaluates systems health and associated connections and services to ensure proper operation of systems and services. This position provides documentation and reporting to record outcomes. The UPS Store Tech Support Specialist responds to customer inquiries to resolve concerns. He/She creates detailed implementation plans for installation and identifies the sequence of events to manage, control, and mitigate implementation risks.

OTHER DUTIES

• Provides documentation and reporting to record outcomes.
• Provides guidance, direction, and assistance to ensure moves, adds, and changes to the voice telecommunications infrastructure for PBX systems, voice messaging systems, and contact center applications to achieve project goals.
• Conducts tests and corrects malfunctions to resolve network issues.
• Provides detailed test documentation to record results and enable accurate updates for the configuration management records.
• Provides 3rd level support and interacts with vendors to resolve issues.
• Responds to customer inquiries to resolve concerns.
• Creates detailed implementation plans for installation and identifies the sequence of events to manage, control, and mitigate implementation risks.
• Updates network documentation to ensure accuracy for support purposes and future changes.
• Identifies the extent and impact of possible disruptions to determine when issues should be escalated to management.

PREFERRED COMPETENCIES

• Applies Information Analysis & Solution Generation Knowledge: Familiar with primary information sources relevant to assigned area; utilizes computer-based analytical and information management tools in order to perform routine analysis; documents approach and findings; reviews results with others as appropriate.
• Applies Information Systems Knowledge: Demonstrates an understanding of the basic need for technical support in a business; demonstrates awareness of the primary uses of technology by business representatives, demonstrates a basic understanding of the systems of the enterprise.
• Applies Network Technology Knowledge: Demonstrates understanding of principles of network technology; reads component diagrams, conducts basic troubleshooting, sets up and undertakes routine preventative maintenance on components used in voice and data networking; reports on problems and recommends expenditure to take remedial action, where appropriate.
• Assesses Business Needs: Demonstrates a general understanding of ways to identify and measure the current needs of the customer or business; uses the business need to help define the project’s requirements.
• Designs/Develops Integrated Solutions to Business Problems: Demonstrates a basic understanding of a business problem; recommends a solution to solve the business problem.
• Detail Orientation: Captures/documents specific and accurate information; learns subjects thoroughly and in detail; completes work with thoroughness; supplies appropriate details when requested; maintains organized files.
• IT - Processes, Methods, and Tools: Demonstrates knowledge of the various types of system tools and utilities available on the market; demonstrates understanding of the role of system tools, utilities, and related processes in optimizing systems and applications development, accessibility, administration, and management.
• IT - Stakeholder Relationship Management: Captures and disseminates technical and business information. Facilitates the business change decision-making processes and the planning and implementation of change.
• Technical Problem Solving and Analytical Processes: Diagnoses technical problems by utilizing pre-defined steps and available tools and manages simple technical problems. Contributes to making recommendations for the resolution of problems. Participates in walk throughs and tests for critical processes and applications and assists in identifying deficiencies and inefficiencies. Assists with making agreed upon changes designed to improve processes and applications.

MINIMUM QUALIFICATIONS

• Bachelor’s degree (or internationally comparable degree) – Preferred
• Experience with the Ticketing system – Preferred
• Experience with Windows Operating Systems – Preferred
• Experience assisting consumers and businesses with technical, hardware, and software system issues – Preferred

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.