Technical Support Engineer

About Us :

Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation's premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and promotional programs are supported through rich data and insights. The country's largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.

NRS's digital portfolio is making its mark on the industry. NRS digital products include Checkout 51, Freedom Platform, digital media tools / services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to strengthen these existing tactics while expanding our product offerings, partnerships, and capabilities. We offer unique and data-led strategies for our clients to reach their most valuable shoppers. Our products continue to evolve to include best-in-class methods to deliver engaging content at the most impactful time in the most relevant geographies.

Position Summary

The Technical Support Engineer will provide enterprise-level assistance to our internal customers. You will diagnose and troubleshoot software and hardware problems and assist our customers to install applications and programs. Responsibilities include, but not limited to, resolving computer related issues, configuring computer operating systems and leveraging remote desktop connection solutions to provide immediate support. Using email and chat applications, the TSE will provide internal clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and / or provide clear, written instructions and technical manuals.

Position Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and computer configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Laptop imaging.
• Asset Management - Laptops, monitors and accessories
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports
• Perform New Hire IT orientations set by management
• Document technical knowledge in the form of notes and manuals
• Mobile Technical Support
• IT Lab support (Shipment, imaging, inspection, inventory management)
• Help with office services & data center as needed (Office moves as needed)
• Service Desk Admin
• Intune, JAMF responsibilities

Position Qualifications

Applicant Privacy Notice

Neptune Retail Solutions is an Equal Opportunity Employer