Technician - IT Service Desk

Sunoco LP is a leading energy infrastructure and fuel distribution master limited partnership operating across 32 countries and territories in North America, the Greater Caribbean, and Europe. The Partnership's midstream operations include an extensive network of approximately 14,000 miles of pipeline and over 160 terminals. This critical infrastructure complements the Partnership's fuel distribution operations, which distribute over 15 billion gallons annually to approximately 11,000 Sunoco and partner-branded retail locations, as well as independent dealers and commercial customers.

At Sunoco, we take great pride in what we do and wholeheartedly believe our employees drive success for our company and our customers. We are always looking for the best and brightest talent and we are committed to making your job a challenging and rewarding experience.

Summary:

Provide IT helpdesk technical support for a customer base of 6000+ sites to ensure maximum site uptime, meet SLA requirements for ticket resolution, and assist with various technology rollout projects.

Essential Duties and Responsibilities:

• Troubleshoot customer issues relating to various hardware and software packages using pertinent questions, remote troubleshooting and walking customers through problem solving process
• Troubleshoot network connectivity related issues.
• Respond to queries by phone, email or ticketing system
• Ensure accuracy and completeness of logged ticket information to support reporting and escalations
• Escalate to and work with onsite vendors as required to resolve issues
• Follow up with customers to verify issues have been resolved
• Work to resolve tickets within established SLA's
• Assist with software patch deployment projects and monitoring
• Submit KB articles for issue resolution and software support to team leads
• Provide positive customer support experience
• Provide after-hours support on a rotational basis