Responsibilities:

Design, Analyze, diagnose, and resolve customer issues within the 7-Eleven networkProvide Tier 2 and Tier 3 technical support for 7-Eleven’s network infrastructureResolve incidents directly with end users and record detailed actions in ticketing toolCollaborate with 3rd party vendors to ensure the network stays operationalEscalate issues to next level of support if unable to resolve in a timely mannerEnsure all aspects of the entire enterprise cloud networks are architecturally sound and highly availableResearch existing and emerging technologies that align with business requirements and provide effective solutions based upon extensive professional experience, industry best practices, knowledge of industry technologies through formal training and/or self-studyInstall and implement network hardware components and cables in data centers and corporate officesPerform approved network changes according to procedures with minimal business disruptionUnderstand and perform network maintenance and system upgrades, including service packs and patchesDevelop and maintain accurate network support documentation in a knowledge repositoryPerform network performance monitoring, trending and capacity planning for the LAN, WLAN, MAN and WANOther duties as assigned

Requirements:

Strong diagnostic and problem-solving skillsActive listening and analysis to identify issues or problemsResearch and creativity to identify a solution to the issue or problemAbility to communicate resolutions in a simple, easy to understand mannerCommunication skillsVerbal and written – via phone, email, chat, etc.Must be able to clearly communicate instructions and current tasksMust be able to describe technical items to non-technical usersMulti-tasking skillsAbility to help a team member or customer real-time while performing other tasksPassionate about customer supportAttention to detail – good organizational and time management skillsAbility to lift up to 50 lbs, work nights or weekends, as needed, and participate in an on-call rotation