Position Purpose:

The Product Support Specialist performs initial ticket creation and incident diagnosis for network switches, routers, access control devices, and wireless and monitoring platforms. Performs first level network services including monitoring and troubleshooting. Manages intrusion detection systems, internet monitoring, virus protection and other security initiatives. Follows established run books and escalation procedures. This position will be a part of a 24x7 IT Operations team, ensuring IT service levels are met in an exciting, fast-paced retail environment. Responsible for the implementation of improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems prior to any reported business impact. The ideal candidate for this position will have a strong conceptual knowledge of retail business process and technology, as well as the ability to manage and work with subject matter experts and management.

Key Qualifications include:

Proficient in the use of basic Cisco IOS, Nexus OS, and JunOS commandsFamiliar with FiberPath Nexus 2K, 5K, and 7K functionsFamiliar with Cisco wireless technologyFamiliar with switching and routing protocolsProficient in troubleshooting WAN mediums (T-1, T-3, OC-3, OC-192, Metro-E)Proficient in DNS and DHCP administrationFamiliar with firewall administration and ACLsProficient in basic UNIX and Windows commandsFamiliar with Solarwinds and ExtrahopIncident, Problem, Knowledge-Base, Service Catalog and Change ManagementServe as a point of escalation for their technical areaWork with peers, L1 and L2 in order to meet team objectivesUnder the guidance of Management or a Lead, work with Engineering and Application support teams to meet departmental objectivesUnder the guidance of Management or a Lead, work individual tasks on initiatives that will make IT Operations more efficientSolve problems in collaboration with LeadsInterface with the user community to coordinate changes; schedule and gain approval for change requestsReview, create and publish support documentationPlay a significant role in the on-time delivery of small to medium-size projectsCommunicating at several levels; status of issues, assigned tasks and projectsDelivering excellent customer service; follow-up, follow-throughFlexible availability in support of 24x7/365 environment; including days, nights, weekends, & holidays

Direct Manager/Direct Reports:

Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

Travel Requirements:

Typically requires overnight travel less than 10% of the time.

Physical 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.

Working Conditions:

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 be legally permitted to work in the United States.Must be legally permitted to work in the United States

Preferred Qualifications:

3+ years of relevant work experienceExperience with CRM or standard ticketing systems and remote monitoring and management softwareExperience with Microsoft Office standard applicationsExperience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systemsExperience with virtualized and cloud-based environmentsFamiliarity with administering antivirus softwareFamiliarity with administering mobile devices and mobile device management systemsUnderstanding of Data management (backup) software and Windows ServerUnderstanding of DNS, DHCP, Internet infrastructure, and IP informational toolsUnderstanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

Minimum Education:

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

No additional education

Minimum Years of Work Experience:

3

Preferred Years of Work Experience:

No additional years of experience

Minimum Leadership Experience:

None

Preferred Leadership Experience:

None

Certifications:

None

Competencies:

Being Resilient: Rebounding from setbacks and adversity when facing difficult situationsCollaborates: Building partnerships and working collaboratively with others to meet shared objectivesCommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesCustomer Focus: Building strong customer relationships and delivering customer-centric solutionsDecision Quality: Making good and timely decisions that keep the organization moving forwardInterpersonal Savvy: Relating openly and comfortably with diverse groups of peopleManages Conflict: Handling conflict situations effectively, with a minimum of noiseNimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodderResourcefulness: Securing and deploying resources effectively and efficientlySituational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations