We are looking for an associate to w
ork on the Support Operations Center (SOC) team of level one support personnel. This role provides support to technical and non-technical remote support personnel in the field by following established procedures outlined in system documentation. Monitors systems using tools and completes shift checklists on a daily basis to monitor system availability. Under general supervision and with minimal assistance from more experienced and knowledgeable analysts, participates in the development of new client server support procedures, support tools selection and maintains documentation to support hardware platforms, client applications, server services, network devices, account administration and operating systems. Provides 1st level support for some mix of the following systems - Windows based services, Lotus Notes, Unix, Windows operating systems, host based services, Point of Sales support systems and related hardware. Independently researches and resolves moderately complex technical problems. Documents standards, daily support procedures, and works with system owners on troubleshooting procedures. Creates and communicates shift and weekly summary reports to management.
MST is the information technology division of Macy's Department Stores.
Macy's Inc. is the nation's largest operator of department stores with over 800 stores in 46 states and eCommerce sites at macys.com and bloomingdales.com. MST also supports corporate offices, distribution centers, and credit centers.
If you are looking for a stable IT environment, enjoy being a part of a high-performing team, and meet the following requirements, we are interested in talking to you!
Prepares documentation for standards, support procedures and troubleshooting in support of new technologies, applications OS and NOS by working closely with System Owners
Monitors all key systems / services on a regular basis using established tools and procedures
Completes daily checklists and identifies any exceptions, follows up with system owners and escalates to management as needed
Provides first and second level support for infrastructure, Microsoft and Unix operating systems and related services, Lotus Notes, LAN/WAN, Windows and Unix account management, for Field Services, Divisional Account Managers, third party support desks and regional support personnel
Performs system reboots as requested by system owners and as part of scheduled maintenance
Acts as contact point for vendors during installation, rearrangement and/or removal of equipment when primary system owner is not available
Validates system backups, manages tape rotation as directed, supports tape libraries and related backup systems
Researches, tests, recommends and implements monitoring tools as needed
Develops scripts to automate systems checks and provides summary of results
Manages customer expectations. Keeps the customer aware of updates for critical issues and related business impact. Obtains customer sign off when issue is resolved
Keeps management well informed on a timely basis of progress, status, and concerns for each assignment
Maintains high level of systems knowledge by working with system owners, vendors and attending classes as needed
Effectively communicates ideas and information to peers, management, and customers
May be responsible for training, mentoring, directing, and validating the work of less experienced/knowledgeable analysts
Performs other duties as assigned
Perform account administration procedures for Windows and Unix based systems
Answers phone calls from Macy’s associates with systems issues, providing first line resolution for systems issues reported, and perform maintenance requests
Monitors key systems and escalate issues appropriately
Acts as Event Coordinator for events causing a disruption to Macy’s systems
Partners with application teams to ensure system stability
Ensures compliance with all stated SLAs.
Bachelor's degree preferred and 2-4 years of related experience or an equivalent combination of education and experience
Must have 3 to 4 years experience with Microsoft Operating Systems or Unix, LAN implementation/support
Must have 1 to 2 years experience with client server applications in a 2-tier and 3-tier architecture
Intermediate level knowledge of DOS commands and batch coding in an NT environment
Intermediate level knowledge of Unix commands and batch coding in a Unix environment
Intermediate level knowledge of MS Office Suite, MS Back Office, Attachmate’s Extra, Pro Comm software
Intermediate level knowledge of client server hardware platforms
General knowledge of LAN/WAN components
Intermediate level technical writing skills (white papers)
Ability to manage resources on small to medium projects
Intermediate level of analytical, problem solving, multitasking, and time management skills with consistent attention to detail. Intermediate level understanding of analytical techniques
Intermediate level functional understanding of the assigned retail business area (logistics, credit, and so forth) and how it interacts with other areas of the business and detail processes. Overall understanding of the MST suite of systems and their interdependence is a plus
Intermediate level leadership, organizational, teamwork, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels
Intermediate level conflict resolution, negotiation, and consensus building skills
Intermediate level presentation and written and verbal communication skills. Ability to effectively communicate technical issues and solutions to all levels of business
Ability to effectively share technical information and train and mentor less experienced or knowledgeable team members
Experience with HPOpenview, HP Insight, NetIQ, Lotus Notes and Clarify is a plus
Experience in a Network Operating Center is a plus
This position is a day position (7:00AM to 7:30PM) located in Lorain, OH. Shift will be: Sunday, Monday, Tuesday, Alternate Wednesday (3 on 4 off, 4 on 3 off)
Macy's is an equal opportunity employer, committed to a diverse and inclusive work environment.
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