POSITION PURPOSE -
This position serves as second point of contact for the stores for support of all store applications, hardware and front and back end systems. The resource works directly with store associates to resolve technical system and hardware issues. This operationally focused position monitors and supports end-user hardware and software applications. Routine support procedures are typically followed
to address end-user requests.
The Associate Systems Specialist is an advanced level of troubleshooting support for the IT Operations team. These associates may monitor a phone queue, alerts, and team inboxes in an effort to ensure teams are at a high state of readiness, and team metrics are being met.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
20%: Investigate, diagnoses, and takes prescribed actions on all operational events, alarms and incidents escalated from level 1 support technicians based on mean time to recover service levels and incident severity.
10%: Participates on business impacting incidents and problem management (high number of repeat incidents) support activities with the main goal of assisting in the diagnostics of the error logs in order to recover services quickly.
20%: Develop, implements and operate all network\system infrastructure and procedures; Perform scheduled Preventive maintenance such as (file system cleanup, rack realignment, support tools client upgrades, backup job failure remediation.
10%: Ensure that all routine maintenance tasks (security patch management, firmware updates, etc.) are completed on all operational infrastructures.
10%: Monitor and manage batch schedules to ensure service levels is being delivered on a daily basis Maintains all operational documentation, processes, and (management and diagnostic) tools ensuring that spares are maintained at the agreed service
10%: Ensures that all infrastructure equipment is maintained according to policies and recommendations and perform regular checks on infrastructure.
10%: Develop automation tools using standard scripting languages Powershell(Windows), Kornshell (Linux), TcL (Cisco) and REXX(MVS) to improve stability and increase efficiency of system
10%: Implement Low Impact infrastructure\application changes such as upgrades and patching of operating systems and non-business critical applications.
NATURE AND SCOPE -
Position Reports to: IT Supervisor
No direct responsibility for supervising others.
ENVIRONMENTAL JOB REQUIREMENTS -
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 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 - 1
PHYSICAL JOB 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.
ADDITIONAL QUALIFICATIONS -
Bachelors Degree is preferred.
Knowledge of Network Switches, Routers, Firewalls, and Access Points
Knowledge of Operating Systems (Windows, UNIX, and IOS)
Knowledge of Server Hardware
Knowledge of Host Systems
Knowledge of Storage Area Networks (SANs)
PREFERRED QUALIFICATIONS -
Associate' s degree is preferred
One or two years experience is preferred
Knowledge of MS Office and Windows OS.
Technical knowledge which may include experience with Basic, MVS and UNIX as
well as data connectivity.
Problem Solving and analytical skills.
Great communication skills
Ability to multi-task
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Maintaining a high degree of technical competence and knowledge that involves the understanding of concepts and facilities utilized in support of computer and network systems.
Ability to communicate effectively with all levels of personnel, both verbally and in writing.
Ability to quickly analyze and resolve systems problems as they occur.
Ability to utilize operational experience and knowledge to effectively write methods, standards and procedures in a clear and concise manner to ensure ease of use.
Ability to verbally communicate with all levels of associates within the organizations.
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