About Us:
Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation’s premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and promotional programs are supported through rich data and insights. The country’s largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.
NRS’s digital portfolio is making its mark on the industry. NRS digital products include Checkout 51, Freedom Platform, digital media tools/services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to strengthen these existing tactics while expanding our product offerings, partnerships, and capabilities. We offer unique and data-led strategies for our clients to reach their most valuable shoppers. Our products continue to evolve to include best-in-class methods to deliver engaging content at the most impactful time in the most relevant geographies.
Position Summary
The Technical Support Engineer will provide enterprise-level assistance to our internal customers. You will diagnose and troubleshoot software and hardware problems and assist our customers to install applications and programs. Responsibilities include, but not limited to, resolving computer related issues, configuring computer operating systems and leveraging remote desktop connection solutions to provide immediate support. Using email and chat applications, the TSE will provide internal clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
Position Responsibilities
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and computer configuration.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track computer system issues through to resolution, within agreed time limits.
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Laptop imaging.
- Asset Management – Laptops, monitors and accessories
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports
- Perform New Hire IT orientations set by management
- Document technical knowledge in the form of notes and manuals
- Mobile Technical Support
- IT Lab support (Shipment, imaging, inspection, inventory management)
- Help with office services & data center as needed (Office moves as needed)
- Service Desk Admin
- Intune, JAMF responsibilities
Position Qualifications
- 5+ years of experience in a Technical Support role, providing white glove support.
- Team player with demonstrated ability to work well in a fast-paced environment.
- Experience using Intune, SCCM, JAMF and WSUS for OS patching and application packaging, updates and maintenance.
- Experience w/ Active Directory, Okta, Microsoft Office 365, Group Policy and their use for managing user computer objects
- Experience with Windows and MAC OS system features, settings, and installation.
- Expert level MAC skills
- Working knowledge of JAMF/Casper, ServiceDesk Plus and PowerShell scripting is a plus
- Strong verbal and written communication skills, with the ability to alter communication style in order to ensure understanding among other varying communication styles/modalities.
- Highly organized and detail oriented to ensure accurate and timely task completion.
- Ability to work effectively, both independently and as a member of a team, who thrives in a fast-paced environment.
- Exceptional project coordination skills with proactive problem solving ability.
- Self-starter, with high initiative and comfort level in asking questions and learning from others.
Applicant Privacy Notice
Neptune Retail Solutions is an Equal Opportunity Employer
Top Skills
What We Do
Neptune Retail Solutions is the leading provider that seamlessly connects the consumer through every step of their shopping journey by linking digital media, digital incentives and media at the moment of truth, at-shelf - making Neptune a critical advertising partner for CPGs and retailers seeking to drive strong and predictable sales results.
Our In-Store Media Network is unique, providing media at-shelf in over 66,000 retail locations where 94% of consumer purchases are made, and is the foundation of what makes Neptune "one-of-one".
We provide the largest digital incentives network in North America, delivering thousands of unique coupons, rebates and cash back incentives to millions of shoppers every month through our exclusive retail partnerships and apps.
Our near-store DOOH Network contains over 725,000 screens and is powered by our breakthrough Polaris Targeting Platform featuring exclusive screen-level indexing capabilities to deliver contextual brand relevance in real-world environments that are linked to in-store campaigns and maximize sales performance.
The Neptune Promotions Intelligence Platform analyzes billions of activations annually to continuously optimize campaign performance and planning, driving even stronger CPG results with each campaign.
Whether in the world-at-large, in-app, or at-the-shelf, in store, we guarantee results on a never-before-seen scale.
This is Neptune. The retail media leader in North America.
