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 Operations Specialist works in a 24x7x365 data center environment maintaining and supporting Unix/Linux 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 Linux and Unix Servers, with occasional AIX Servers, and associated storage along with other integrated technologies.
This position serves as first 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 typically followed to address end-user requests.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
Regularly supports existing systems to ensure operational stability for user groups.
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.
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 refers to basic instructions when solving problems.
Typically, guidance is always available and prior permission is required before changing work methods.
ENVIRONMENTAL JOB REQUIREMENTS -
Located in a comfortable indoor area.
There are some deadlines or productivity standards or the work is somewhat varied.
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 - Less than 1 year
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 -
Familiar with Unix / Linux hardware and software
Familiar 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
Proficiency with Unix/Linux OS
Knowledge of AIX OS a plus
Provide first level operational support, focused on step action tables and runbooks to get job done
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
Three months to one year experience in an enterprise class data center preferred
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Knowledge of MS Office and Windows OS.
Problem Solving and analytical skills
Home Depot - 19 months ago
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...