Summary:
The role focuses exclusively on supporting Android-based mobile devices and applications used by store associates to drive digital sales. This includes troubleshooting connectivity, configuration, application performance, and device functionality issues to ensure seamless in-store digital experiences.
The ideal candidate is customer-focused, quick to learn new systems, and comfortable working in a fast-paced retail support environment.
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Key Responsibilities:
Serve as the first point of contact for store associates experiencing issues with digital selling Android devices and related applications.
Troubleshoot and resolve issues related to device performance, app crashes, syncing, and network connectivity.
Support configuration, updates, and troubleshooting of Android OS and A&F digital selling software.
Document incidents, resolutions, and patterns using the internal ticketing system (ServiceNow or similar).
Escalate complex issues to Level 2/3 or engineering teams when needed, ensuring clear documentation of steps taken.
Coordinate with internal teams to ensure device deployments, replacements, and configurations are accurate and timely.
Maintain high levels of communication and professionalism when interacting with store employees and internal partners.
Contribute to a knowledge base of recurring issues and solutions to improve first-call resolution rates.
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Required Skills & Qualifications:
1–2 years of IT or technical support experience.
Experience supporting mobile devices (Android preferred) setup, troubleshooting, and remote support.
Familiarity with mobile device management (MDM) tools (e.g., Intune, AirWatch, or similar).
Strong documentation, multitasking, and customer service skills.
Ability to follow detailed troubleshooting workflows and communicate technical solutions clearly to non-technical users.
Comfortable working in a ticket-driven environment with SLAs and performance metrics.
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Nice-to-Have Skills:
Prior experience supporting retail store technology or handheld device environments.
Familiarity with POS systems, Wi-Fi troubleshooting, and Android app management.
Knowledge of ServiceNow or other ITSM tools.
Strong collaboration and teamwork in a distributed support team.
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Success Factors:
Quickly responds to tickets and calls within SLA timelines.
Maintains accuracy and consistency in device troubleshooting and documentation.
Demonstrates patience, clarity, and professionalism in all customer interactions.
Proactively identifies patterns in recurring issues to improve processes.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.