IT Support Specialist | Onsite

The Call Center Technician serves as a critical first point of contact for technical support across H&S Energy Group’s operations. This role is responsible for efficiently handling IT support requests related to hardware, software, and network issues from retail and office staff.

Operating fully remotely, the technician must demonstrate strong troubleshooting capabilities, precise documentation, and effective coordination with on-site field technicians to resolve complex issues—including POS systems and MNSP-related network disruptions.

Responsibilities and Duties

• Promptly handle incoming support requests from station and office personnel via calls, tickets, or email.
• Execute thorough remote diagnostics for hardware, workstations, connectivity, and remote software tools.
• Conduct password resets, account unlocks, and configuration support through remote access tools.
• Work collaboratively with field technicians to resolve POS and MNSP (network) issues at customer sites.

• Accurately document and prioritize all support cases in the ticketing system as per SOPs.
• Monitor and follow up on ticket status to meet service-level targets.
• Maintain clear, professional communication with internal teams and end users throughout resolution.

• When required, coordinate with vendors or internal departments for issue escalation.
• Proactively identify recurring support trends and contribute improvement insights.

• Education: Bachelor’s degree in IT, Computer Science, Information Systems, or a related discipline (required).
• Experience: Minimum 2 years in a remote IT support or service desk capacity, demonstrating reliability and skill in independent issue resolution.
• Preferred: Familiarity with POS, MNSP, and fuel management software.

• Expertise in remote support logistics, tools, and best practices to support distributed retail environments.
• Proficiency diagnosing and resolving hardware malfunctions: handheld devices, printers, workstations, and connectivity components.
• Proficiency with Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) systems.
• Outstanding verbal and written communication—clear, professional, and empathetic.
• High attention to detail, with strong organizational and documentation skills.
• Self-driven with capability to operate efficiently in a fully remote role aligned with PST hours.
• Understanding of ITIL service delivery principles, ticket lifecycle, and escalation workflows.
• Highly collaborative—easily coordinates with cross-functional teams, including field technicians and vendors.