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Client Support Technician

Job ID 0819201 Date posted 11/28/2018

Business Unit Summary

Experienced end user support technician providing direct client support in maintaining equipment and software used in the computing environment and able to resolve nearly all client problems. Performs physical on-site assistance and participates in migrations and rollouts.

A Day in the Life

  • Partnering with the business areas, determines what hardware and software will meet the functional requirements of the client, recommends when and how to upgrade, tests and implements solutions for the end-user environment. Documents, maintains and enhances work processes and standards for the business area’s technology needs.  
  • Supports client issues 24x 7 through on call rotation and through escalation from junior team members for hardware and software support. Makes judgment calls to replace or repair equipment, working with vendors on solutions, and working with other teams to implement new solutions. This includes restoration of service, providing end-user training, and any coordination of warranty repair through 3rd party vendors.  
  • Responsible for information technology planning, design, implementation and support of on-site or remote special event activities on request, may include supervisory responsibility for external contractors at the site.
  • Supports and maintains the end user environment.  This may include configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, and performing tests.
  • Documents, maintains and enhances work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution. Ensures compliance with relevant policies and regulations, and escalates any concerns as appropriate. May track trending of issues and escalate, as appropriate.
  • Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers).  Installs and maintains related software, and wipes data prior to destruction or reissue. Plans for and performs facility moves, including coordinating appropriate resources like vendors, IT team members, facilities team members, etc
  • Coaches and supports the development of more junior team members. 
  • Assessing and resolving nearly all standard and many non-standard more complex problems, including those escalated by more junior team members.  
  • Troubleshooting user problems requiring a seasoned understanding of the IT technical environment; assessing the entire environment, including issues of compatibility and inter-operability.  
  • Maintaining composure and a professional manner at all times, including in stressful situations with clients.
  • Provides direct support to executive management.  
  • Is courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively.  Is always seen by clients as professional and helpful.
  • Probes clients effectively to determine the actual nature or underlying cause of a user problem. 
  • Works to assess the client’s comfort level with technology, and potentially manage their anxiety and stress. 
  • Has strong orientation towards client service.
  • Operates effectively as part of a larger team and manages own work.
  • May be accountable to resolve a task or assignment as part of a larger initiative or project, which may require directing internal resources and/or vendors.
  • Receives limited direction, work in progress is reviewed periodically.
  • Supports the development of appropriate work procedures or approaches to address and/or escalate problems.
  • Sets his/her own priorities based on established service level agreements.
  • May provide work direction to junior team members, explaining which approach to use.


Keys to Success

At HSN, if you are Agile, Innovative, Pioneering, Dynamic, Boundaryless, Passionate, Customer-Centric, Collaborative, and Results-Focused, you will love it here!
 
Must Haves

  • 3 or more years of experience in a technical support role or a Bachelor’s degree and 1 or more years of relevant experience.
  • Possesses seasoned expertise in standard end user hardware and software in the IT infrastructure, and an area of specialized expertise where they can be a resource to other technical support team members.  
  • Understands the broader IT hardware and software environment, especially as it relates to the inter-relationship of end user technologies with the current and future applications and technical architectures.    
  • Has the expertise to independently handle nearly all routine and non-routine inquiries and problems.  
  • Has a good understanding of most HSN-specific technologies and systems that impact the end user environment.   
  • Possesses a strong and broad understanding of HSN’s services and departmental and cross functional business processes, and the ability to prioritize the criticality of a user area or application requiring support.
  • Understands the technology organization and how different areas work together to resolve client or operational problems.
  • Assesses client and business requirements with consideration of the tradeoffs between business needs, technology requirements and costs.

Candidates will be considered in totality of their skills and experience versus strict interpretation of “must haves.”  
 
Nice to Haves
  • Relevant IT Certifications 
Why HSN
 
HSN’s unique blend of Retail, Television and eCommerce create a one-of-a-kind working environment.  Our employees enjoy a competitive benefit program including health and retirement plans, merchandise discounts, volunteer days, and more.  We encourage growth and development across the company.  Most importantly, we have fun.  Follow HSN Careers on Facebook, Twitter and LinkedIn.
 
To learn more, visit https://jobs.hsn.com.


About HSN, Inc.

HSN, Inc., is a leading interactive entertainment and lifestyle retailer, offering a curated assortment of exclusive products and top brand names to its customers. HSN incorporates entertainment, inspiration, personalities and industry experts to provide an entirely unique shopping experience. At HSN, customers find exceptional selections in Health & Beauty, Jewelry, Home/Lifestyle, Fashion/Accessories, and Electronics. HSN broadcasts reach approximately 90 million households (with live programming 364 days per year) and its website — HSN.com features more than 50,000 product videos. Mobile applications include HSN apps for iPad, iPhone and Android. Visit corporate.hsn.com to learn more.

HSN, Inc., founded 40 years ago as the first shopping network, is a wholly owned subsidiary of Qurate Retail, Inc. (NASDAQ: QRTEA, QRTEB), which includes QVC, HSN, zulily and the Cornerstone brands (collectively, “Qurate Retail Group”), as well as other minority investments. Qurate Retail Group believes in a third way to shop -- beyond transactional ecommerce or traditional brick-and-mortar stores -- and is #1 in video commerce, #3 in ecommerce in North America and #3 in mobile commerce in the U.S. (according to Internet Retailer). For more information, visit www.qurateretailgroup.com. For more information, please visit corporate.hsn.com, or follow @HSN on Facebook, Twitter and Instagram. 

About Qurate Retail, Inc. 
Qurate Retail, Inc. (NASDAQ: QRTEA, QRTEB) is comprised of eight leading retail brands – QVC, HSN, zulily, Ballard Designs, Frontgate, Garnet Hill, Grandin Road and Improvements (collectively, “Qurate Retail Group”) – all dedicated to providing a ‘third way to shop,’ beyond transactional ecommerce or traditional brick-and-mortar stores. Globally, Qurate Retail Group is #1 in video commerce, reaching approximately 370 million homes worldwide via 16 television networks and multiple ecommerce sites, social pages, mobile apps, print catalogs, and in-store destinations, and is #3 in ecommerce in North America and #3 in mobile commerce in the US. Qurate Retail, Inc. also holds minority interests in ILG and FTD as well as various green energy investments.


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