Production Support Engineer - Windows Systems & Peripherals

Job Title: Production Support Engineer - Windows Systems & Peripherals

Location: Atlanta, GA(Onsite)

Job Summary

As a Production Support Engineer specializing in Windows systems and peripherals, you will be responsible for ensuring the optimal performance and reliability of Windows-based environments and a variety of peripheral devices critical to our business operations. These devices include cash recyclers, credit card readers, thermal printers, and inventory scanners, among others. Your role is pivotal in troubleshooting and maintaining the hardware and software components to ensure seamless business operations.

Key Responsibilities

Windows System Administration: Manage and maintain Windows server and desktop environments, ensuring systems are up-to-date, secure, and running efficiently.

Peripheral Device Support: Install, configure, and troubleshoot various peripheral devices such as cash recyclers, credit card readers, thermal printers, and inventory scanners. Ensure these devices are integrated properly with Windows systems and applications.

Incident and Problem Management: Respond to and resolve incidents and problems affecting the performance and functionality of Windows systems and connected peripheral devices. Maintain a high level of service availability and performance.

Maintenance and Upgrades: Perform regular preventive maintenance on Windows systems and peripheral devices. Plan and execute hardware and software upgrades to ensure optimal performance and compatibility.

Vendor Liaison: Work closely with device vendors and service providers to resolve technical issues, manage warranties, and procure replacement parts. Ensure service level agreements (SLAs) are met.

Documentation and Reporting: Create and maintain comprehensive documentation for system configurations, procedures, and troubleshooting guides. Generate reports on incident trends, performance metrics, and maintenance activities.

Security and Compliance: Implement and monitor security measures for the protection of Windows systems and peripheral devices. Ensure compliance with industry standards and company policies.

User Support and Training: Provide technical support and training to end-users on the operation and maintenance of Windows systems and peripheral devices. Develop user guides and FAQ materials.

Collaboration: Work closely with the IT team and other departments to support business projects and initiatives. Participate in cross-functional teams to improve IT infrastructure and processes.

Excellent Communication and Patience: Exhibit exceptional communication skills and patience, especially when working with store operations resources. This includes effectively conveying technical information to non-technical personnel, understanding their needs, and ensuring smooth cooperation to resolve issues promptly and efficiently.

Required Skills And Qualifications

Bachelor’s degree in computer science, Information Technology, or a related field.

Proven experience in supporting Windows server and desktop environments.

Strong technical skills in managing and troubleshooting various peripheral devices such as cash recyclers, credit card readers, thermal printers, and inventory scanners.

Familiarity with network configurations, protocols, and troubleshooting.

Knowledge of Dynamic Link Libraries (DLLs) and proficiency in debugging device logs to diagnose and resolve complex issues.

Experience in incident and problem management within a Windows-based computing environment.

Excellent analytical and problem-solving skills.

Strong communication and interpersonal skills, with the ability to provide technical support and training to non-technical users.

Ability to manage multiple tasks and projects in a fast-paced environment.

Vendor management experience.

Experience with scripting languages (e.g., PowerShell) for automation of tasks.

Desirable Skills

Knowledge of ITIL or similar frameworks for IT service management.