System Support Analyst II

LOCATION

Durham, NC (Onsite- hybrid)

ABOUT US

Victra is Verizon's largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to connect technology to life in a trustworthy, fun, and profitable way while delivering exceptional experiences for our Guests and employees.

JOB DESCRIPTION

You should be an incredibly customer service-focused individual who understands how diverse parts of the business fit together to create customer and organizational impact. You are passionate about serving our front-line teams and corporate end users, tailoring support to their unique needs while taking personal accountability for timely, high-quality results. You will build trusted relationships across retail, corporate, and IT teams, communicate with honesty and clarity, and use sound judgment to prioritize work in alignment with business goals. You will also embrace new technologies, ideas, and ways of working, helping others navigate change and continuously improving the end-user experience while living Victra’s values of Performance, Collaboration, Celebration, Integrity, and Innovation. Success in this role reflects Victra’s core leadership principles including: Customer Focus, Results Driven, Relationship Building, Change Management, Strategic Thinking, and Talent Management.

KEY RESPONSIBILITIES

• Assist in implementing technical systems, software, hardware, and solutions, embracing new technologies and processes while helping make change successful for end users. 
• Develop deep expertise in one or more technologies and serve as a trusted SME for the Store Support and Corporate Support teams, sharing knowledge and building the capability of others. 
• Respond to phone calls, ticket submissions, and deskside support in order of priority, tailoring service to each customer’s unique needs. Demonstrate sound judgment, strong organization, effective ticket triaging, and timely communication while taking ownership through resolution
• Provide trusted SME support to the Service Desk regarding issue status and resolution, building strong working relationships and maintaining accurate incidents and problems within the ticketing system. 
• Provide rapid, customer-focused support aligned with Victra goals, taking personal accountability for commitments and delivering timely, effective results for front-line and corporate users. 
• Prioritize effectively under pressure and balance competing support needs across written tickets, verbal requests, and in-person support, maintaining accountability for follow-through and results
• Test, implement, and document projects with direction and assistance from others, adopting new ideas and practices and helping embed changes that improve support processes and the end-user experience
• Research and test modern technology for project work, demonstrating curiosity, continuous learning, and a willingness to identify new ideas that can improve business and customer outcomes. 
• Leverage and contribute to knowledgebase documentation for Help Desk and IT Support, taking ownership of assigned areas of expertise and sharing knowledge to strengthen team capability and service consistency.
• Build effective, reciprocal working relationships with systems administrators, network engineers, and other IT Corporate Support Analysts to resolve escalated IT problems quickly through collaboration, clear communication, and shared accountability. 
• Build broad knowledge across Victra systems and become a Subject Matter Expert in one or more IT disciplines, continuously developing expertise and using that knowledge to support team and business success. 
• Provide training and end-user support during and after implementation, tailoring guidance to user needs and helping others adopt new systems, processes, and ways of working successfully. 
• Maintain current IT industry knowledge, seek opportunities to build expertise, and recommend solutions that align with business goals, improve customer outcomes, and support continuous improvement.
• Requires onsite regular business hours attendance.

WHAT WE ARE LOOKING FOR

• You are detail-oriented, results-driven individuals who will do whatever it takes to get the job done. You are just as adept at solving complicated technical problems as you are at conversing with vendors. We are looking for the System Support Analyst to also bring:
• Bachelor's degree preferred, preferably in an IT or Systems Administration discipline from an accredited four-year college or university or equivalent experience.
• Minimum 2 years’ experience working as a support analyst or similar role.
• Minimum 2-years’ experience implementing enterprise applications, hardware, and projects (retail focus preferred) or equivalent.
• A+ certification or equivalent preferred
• Minimum 2-year experience supporting Apple iPad.
• In-depth knowledge MDM and Network monitoring systems
• Ability to build trusted relationships and communicate clearly, positively, and authentically with vendors and business stakeholders to gain alignment and support
• Extensive problem-solving ability and technical knowledge in retail technology, with the judgment to connect technical decisions to broader business and customer needs
• Ability to prioritize effectively under pressure, balance competing priorities, and maintain ownership and follow-through on commitments.
• Ability to work some evenings, weekends, and holidays.

TRAVEL REQUIREMENTS

• Need to Travel and work from Raleigh, NC and Greenville, NC Office (3 and 2 Days) in a week.

WHY JOIN US?

• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
• Referral bonuses.
• Career pathing opportunities.

EQUAL OPPORTUNITY EMPLOYER

We're proud to be an equal opportunity employer and celebrate our employees' differences regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.