Provided 1st and 2nd level support for Point-of-Sale software for a variety convenience stores and grocery stores• Troubleshot issues to determine if it is hardware, software or network (including internet) related, then takes appropriate action• Instructed customers over the phone in correcting hardware issues that require hands-on manipulation• Met established service level agreements, keeping tickets updated as necessary, if they are pending• Reviewed and updated technical support documentation; instrumental in establishing and updating OneNote to keep procedures and documentation up-to-date and relative• Worked with Level 3 to gather information to either prevent escalations, to fix without escalation, or to escalate with the needed information• Instrumental in developing and maintaining documentation for knowledge base articles in OneNote