The position is about solving customer support issues. You will be based in a central location in a Global Atheltic Retail Brand's office, and will travel to customer facilities in your area, providing support to the entire retail technology stack, including servers, point of sale (POS), security, workstations, office equipment, telephone equipment, network gear, printers, system software, scanners, and portable and stand-alone end-user devices. The majority of travel will be within Japan.
Areas of Responsibility
Operations & Support
Perform field services duties as required by the incident;
Inventory/Asset Management activities
Perform Installs, moves, adds, changes (IMAC);
Assist with store opening /closing / remodel
Operational monitoring Incident and Problem determination and resolution;
Technical support and break-fix;
Required Skills and Qualifications
Above all, the right attitude
Understand Nike’s values, the brand, and the cultural ethos, and live them
Ability to communicate technical information to non-technical audiences
Strong sense of customer service
Good organizational skills
Excellent Verbal and Written Communication Skills
Team-oriented / team player / ability to share ideas as well as listen to ideas
Language requirements: Bilingual (Japanese/English)
Experience in all areas of Apple Devices is preferred. Apple certified technician (preferred)
Experience providing desk side support.
Experience troubleshooting skills that includes hardware, software, and other break/fix issues: printing, networking, file shares, etc.
Printer support can include barcode printers, various types of scanners
Ability to resolve Windows and OS X Operating System Issues and Errors
Basic Network troubleshooting skills and knowledge (mainly Cisco)
Experience in the latest Microsoft Office Applications (2013 and higher)
Customer infrastructure support (wiring and connectivity)
Ability to maintain and abide with compliance activities driven from a central compliance group
Ability to sift through technical issues and know what to do next and/or when to escalate for help
Technical degree or equivalent experience
Ability to walk and bend and perform labor-related duties of connecting computer equipment
Able to work in a retail environment, supporting issues ranging from iPhone payment systems and inventory tracking
Troubleshoot network connectivity within the site;
Back of house equipment support including, Servers, office workstations, printers, time clocks, and more.
Security Equipment support
Network gear support including, but not limited to, in-store music, switches, routers and more
Miscellaneous equipment support generally taking the form of Smart-Hands.