The Store Second Level Associate is responsible 2nd Level support for GAP store retail IT systems. This position is responsible for troubleshooting technical issues at the application level, classification of problems including detailed problem definition, accurate impact assessment, identification and communication of workarounds for problems, and driving issues to resolution.
At Gap Inc. IT, we value innovation and thrive on the opportunity to fundamentally change the shopping experience for our customers through leading technology.
We look for fresh perspectives and experienced professionals who then have the opportunity to work with thought leaders across the business and IT.
Our team members are not just innovators in the technology space; our success is measured by our ability to drive operational and top-line improvement for our brands.
If you thrive in a solutions oriented environment, then consider joining our team!
Duties & Responsibilities
Responsible for remote troubleshooting and resolving technical escalations for Point of Sale systems, device peripherals, networking issues, and maintain support ticket queue SLA.
Perform methodical problem investigation techniques to resolve issues:
in-depth problem analysis, detailed problem description, impact assessment, root cause analysis, identification of work arounds, and recreate field problems in the lab.
Collaborate with third level engineering and development teams to for root cause investigations, report bug defects, validate fixes, and drive for solution implementation.
Effectively communicate business critical issues impacting stores to IT leadership and key stakeholders (within and outside Gap IT); impact, status updates, workarounds, long term resolution, and root cause resolution.
Independently research and analyze technical trends and solutions to problems, provide solution recommendation (i.e. development, maintenance or improvements to systems standards or process) to meet Gap Inc needs.
Participate in projects and special assignments:
attend and provide feedback for design reviews, provide supportability feedback, plan for training and knowledge, stay abreast on new technology releases, etc.
Bachelor's degree or equivalent experience in IT.
2+ years of progressive experience in 2nd Level or Tier 2 support in HW, network, and log level application support capacity.
Extensive understanding of Windows systems setup, configuration, diagnostics, concepts, and comfortable on a dos command line.
Demonstrated experience in UNIX/Linux system environments; installation, configuration, log troubleshooting.
Scripting experience, specifically with Ruby/Perl and shell scripting language to automate existing and workloads and routine system admin tasks.
In-depth knowledge of TCP/IP, SSH, SCP, LDAP and other core technologies such as NTP, FCIP, iSCSI, SAN, NAS etc.
Must be able to determine when a server or remote system is in a "distressed" state, e.g. network performing badly, short of RAM, overloaded CPU, overloaded I/O subsystem.
Demonstrated ability to utilize critical thinking skills to methodically troubleshoot technical issues and offer recommendations.
The ideal candidate must be a self-starter with strong work habits and have mid-level career experience in resolving network connectivity, system level issues, and ability to perform log analysis.
Prior knowledge of IBM registers, LRT ticketing systems, traffic cameras, mobile POS.
Experience with switch configuration and advanced network troubleshooting.
Working knowledge and experience with Chef / Puppet /CfEngine.
Strong written and verbal communication skills.
Helpdesk experience preferred.
Flexible work hou
rs – overnight and swing shift.
GAP Inc - 18 months ago
The ubiquitous clothing retailer Gap has been filling closets with jeans and khakis, T-shirts, and poplin since the Woodstock era. The firm,...