POSITION PURPOSE -
This candidate will have the opportunity to work in a fast paced environment in a state of the art multi-million dollar data center for an industry leading specialty retailer. Supporting over 2000 sites the candidate will work with IT Architects and Engineers across multiple IT technologies.
The Associate Systems Specialist works in a 24x7x365 data center environment maintaining and supporting Windows distributed systems infrastructure, hardware and systems software components. They will be able to receive incoming calls from users and perform initial fault isolation and trouble ticket creation for incidents as well as fulfill service requests using documented standard operating procedures. They will also escalate business impacting incidents according to documented escalation guidelines. They will be responsible for the day to day support, including monitoring and break-fix activities, for Windows Servers and associated storage along with other integrated technologies.
Maintain and support end-user hardware and software applications and evaluate new systems during the pre-implementation phases.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
Maintains, upgrades and supports existing systems on a regular basis to ensure operational stability for user groups.
Identifies new and existing system requirements and installs the necessary hardware and equipment infrastructure (power, cables, etc.) to meet these requirements.
Keeps abreast of all innovations and changes to Home Depot systems to ensure having the appropriate tools and training to provide quality support.
Provides end-user training on systems to maximize operator efficiency and increase speed and accuracy of customer service.
Provides customer support by answering end-user questions and maintaining a presence at a help desk or other customer point of contact.
NATURE AND SCOPE -
Typically reports to a Manager, Assistant Manager or Team Lead.
Typically does not supervise others.
May support a wide variety of user groups depending on department.
Typically has frequent contacts outside the workgroup.
Typically assignments follow existing routines or instructions.
Typically considers among several options and past practice when solving problems.
Typically there is some leeway for changing the order of assigned tasks. Prior approval is required before dealing with unassigned tasks.
ENVIRONMENTAL JOB REQUIREMENTS -
Must meet reasonable deadlines, quotas or demands for accuracy and/or may be involved in some mildly difficult situations.
MINIMUM QUALIFICATIONS -
Must be eighteen years of age or older.
Must pass the Drug Test.
Must successfully complete any required training or orientation courses.
EDUCATION REQUIRED -
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE - 2
PHYSICAL JOB REQUIREMENTS -
Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).
PREFERRED QUALIFICATIONS -
Have at least 3 years experience working with Windows Server hardware and software
Have some experience with high availability hardware and software
Familiar with SAN and NAS storage solutions
Proficient in the use of incident ticketing systems like HP Service Manager
Proficiency with the Microsoft Office Suite and Windows OS
Provide second level operational support, including creating / updating runbooks to be used by Level 1
Excellent communication, organization, time management and multi-tasking skills
Ability to listen to users issues and translate to determine appropriate technical solution
Problem solving and analytical skills
Able to prioritize multiple competing demands
Drive to deliver excellent customer service
Able to work a part-time flexible 12-hour shift schedule including overnights
2 years or more experience in an enterprise class data center preferred
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Knowledge of MS Office and Lotus Notes.
Technical knowledge which may include experience with Basic, MVS and UNIX as well as data connectivity.
Home Depot - 20 months ago
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...