Position Purpose:

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

Key Qualifications include:

• Proficient in the use of basic Cisco IOS, Nexus OS, and Jun OS 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
• 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, & holidays

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:

• 3+ years of relevant work experience
• Experience with CRM or standard ticketing systems and remote monitoring and management software
• Experience with Microsoft Office standard applications
• Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
• Experience with virtualized and cloud-based environments
• Familiarity with administering antivirus software
• Familiarity with administering mobile devices and mobile device management systems
• Understanding of Data management (backup) software and Windows Server
• Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
• Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

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:

• 3

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