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Salary: USD 55,000 - 89,000 / annual
As an Infrastructure Support Specialist at Epicor, you will deliver remote technical support and troubleshooting for customer hardware, peripherals, and network environments in automotive and retail operations. You will diagnose and resolve issues, support upgrades, and ensure seamless operations across customer locations and hosted datacenter environments.
Key Responsibilities:
- Provide high-quality remote technical support with a focus on customer service, technical expertise, and timely issue resolution
- Troubleshoot, diagnose, and coordinate repairs for hardware, peripherals, and network connectivity across customer and hosted environments
- Support and configure servers, PCs, scanners, printers, RF devices, POS equipment, and related peripherals
- Perform software troubleshooting and repair activities related to supported hardware environments
- Analyze and resolve connectivity failures across internal and external network routes, including ISP, VPN, firewall, routing, and endpoint communication
- Communicate technical findings, routing paths, and root cause information clearly to customers in both business and technical terms
- Collaborate with customers, vendors, telecommunications providers, datacenter teams, and internal support teams to resolve complex infrastructure and connectivity issues
- Document customer issues, troubleshooting activities, resolutions, escalation details, and service actions accurately within support systems
- Escalate unresolved problems within established service level expectations
- Manage support requests in alignment with operational workflows, schedule adherence, and case activity expectations
- Perform time-and-materials work, ensuring accurate documentation and billing for services not covered under support agreements
- Identify opportunities for additional support services, upgrades, or hardware-related consulting
About Epicor:
Epicor is a global software company with 5,000 talented professionals creating better business through data, AI, and cognitive ERP. The company helps businesses stay future-ready by connecting people, processes, and technology, serving essential businesses in manufacturing, distribution, and retail sectors.
Requirements:
- 3+ years' experience in a customer-facing technical or hardware support role, preferably in retail or technology environments
- Strong troubleshooting and analytical skills for diagnosing complex hardware, software, and network issues
- Experience supporting hardware environments, including servers, desktops, printers, scanners, RF devices, and POS systems
- Working knowledge of Windows operating systems, Linux fundamentals, and basic client/server technologies
- Understanding of networking fundamentals (TCP/IP, DNS, VPN, routing, firewalls, remote access, ISP troubleshooting)
- Excellent communication and customer service skills, with the ability to explain technical issues to both technical and non-technical audiences
- Ability to manage multiple priorities, adapt to changing requirements, and work across multiple time zones
Preferred Qualifications:
- Experience with Linux and POS or retail technology environments
- Experience working within SLA-driven or ticket-based support environments
- Additional certifications or experience with advanced networking or security technologies
