Product Support Technician - Atlanta, GA

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Req
149653

Position Purpose

The Product Support Technician performs initial ticket creation and incident diagnosis for network switches, routers, access control devices, and wireless and monitoring platforms. They perform first level network services including monitoring and troubleshooting. Manages intrusion detection systems, internet monitoring, virus protection and other security initiatives. The Product Support Technician follows established run books and escalation procedures. This position will be a part of a 24x7 IT Operations team, serving to ensure IT service levels are met in an exciting, fast paced retail environment.

Additionally, they're responsible for the implementation of improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems prior to any reported business impact. The ideal candidate for this position will have a strong conceptual knowledge of retail business process and technology, as well as the ability to manage and work with subject matter experts and management.

Responsibilities Include

• Serve as a point of escalation for their technical area
• Work with peers, L1 and L2 in order to meet team objectives
• Under the guidance of Management or a Lead, work with Engineering and Application support teams to meet departmental objectives
• Under the guidance of Management or a Lead, work individual tasks on initiatives that will make IT Operations more efficient
• Solve problems in collaboration with Leads
• Interface with the user community to coordinate changes; schedule and gain approval for change requests
• Review, create and publish support documentation
• Play a significant role in the on-time delivery of small to medium-size projects
• Communicating at several levels; status of issues, assigned tasks and projects
• Delivering excellent customer service; follow-up, follow-through
• Flexible availability in support of 24x7/365 environment; including days, nights, weekends

Major Tasks, Responsibilites And Key Accountabilities

30% - Support & Enablement:
Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly Monitors system updates to remain aware of common problems users are experiencing Actively listens to and builds rapport with end users to elicit problem details

30% - Delivery & Execution:
Performs software installations for customers Documents, reviews and ensures that all quality and change control standards are met Applies diagnostic utilities to aid in troubleshooting Accesses software updates, drivers, and knowledge base to aid in problem resolution Tests fixes prior to closing tickets to ensure problems have been adequately resolved Interacts and builds relationships with site leadership where applicable

30% - Administration & Operations:

Documents all pertinent end user identification information including nature of problem Records, tracks, and documents the problem-solving process for each ticket

10% - Learning:
Participates in formal and informal training sessions to gain new skills and knowledge Reviews regular pertinent product update information to keep knowledge current Contributes to and updates knowledge database and team training documentation Collaborates with other team members to share and exchange information

Direct Manager/Direct Reports

• Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

Travel Requirements

• Typically requires overnight travel less than 10% of the time.

Physical Requirements

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must be legally permitted to work in the United States

Preferred Qualifications

• 0-1 years of relevant work experience
• Proficient in the use of basic Cisco IOS, Nexus OS and JunOS commands
• Familiar with Fiber Path Nexus 2K, 5K, and 7K functions
• Familiar with Cisco wireless technology
• Familiar with switching and routing protocols
• Proficient in troubleshooting WAN mediums (T-1, T-3, OC-3, OC-192, Metro-E)
• Proficient in DNS and DHCP administration
• Familiar with firewall administration and ACLs
• Proficient in basic UNIX and Windows commands
• Familiar with Solarwinds and Extrahop
• Incident, Problem, Knowledge-Base, Service Catalog and Change Management

Minimum Education

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education

• No additional education

Minimum Years Of Work Experience

• 0

Preferred Years Of Work Experience

• No additional years of experience

Minimum Leadership Experience

• None

Preferred…