Position Purpose:
The LINUX/Windows Product Support Technician works in a 24x7 data center environment, maintaining and supporting all UNIX/LINUX distributed systems hardware and Windows operating system software components. Supporting over 2000 sites, the candidate will work with multi-tiered teams spanning all levels of engineering across multiple IT disciplines. This position will be a part of a front line support team that handles the inflow of ticket and alert driven issues, ensuring a high state of readiness and adherence to support SLAs and team metrics. Day to day support functions will include actively monitoring system generated alerts, ticket queues, team inboxes, and associate engagements. The candidate will ensure file systems are under threshold, determine top system performance consumers and perform basic troubleshooting of all UNIX/LINUX/Windows servers deployed in our store, non-store and data center environments, this includes bending and standing for lengths of time while on the data center floor. Associates will be able to receive incoming calls from users, perform initial fault isolation, perform ticket creation and incident support as well as facilitate change related requests using documented processes and procedures. Responsibilities will include escalating business impacting incidents according to documented escalation guidelines. Good written and verbal skills will aid in inter-team communication and provide a seamless customer support experience.
Key Responsibilities:
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: ? Associates degree in Computer Science, Systems Engineering or related field is preferred ? 2 years of UNIX/LINUX/Windows server administration experience in geographically dispersed, highly complex infrastructures ? 2 years experience troubleshooting and resolving unexpected service outages, system maintenance issues, data center enter adds/moves/changes, performance and complex system issues. ? 2 years experience with management of highly available (HA) system architectures. ? 2 years with RHEL/CentOS administration and troubleshooting. ? 2 years in TSM, NetBackup, Backup Exec, or other enterprise backup solutions ? 2 years of experience with enterprise SAN/NAS storage solutions over (Fiber, iSCSI, MPIO). ? 2 years of experience with networking principals, firewalls, load balancers, and a strong knowledge of network protocols including HTTP, DNS, UDP, and TCP. ? Excellent customer service skills ? Process oriented, with a familiarity with ITIL principles ? Delivering excellent customer service; follow-up, follow-through ? Flexible availability in support of 24x7/365 environment; including days, nights, weekends, & holidays.
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 Leadership Experience:
? None
Certifications:
? None
Competencies:
? Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
? Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
? Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
? Customer Focus: Building strong customer relationships and delivering customer-centric solutions
? Decision Quality: Making good and timely decisions that keep the organization moving forward
? Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
? Manages Conflict: Handling conflict situations effectively, with a minimum of noise
? Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
? Resourcefulness: Securing and deploying resources effectively and efficiently
? Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
