[ref. q52252716] Atlanta - Product Support Specialist- Network Operations

Position Purpose:

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 Jun OS commands
• Familiar with Fiber Path Nexus 2K, 5K, and 7K functions
• Familiar with Cisco wireless technology
• Familiar with switching and routing protocols
• Proficient in troubleshooting WAN mediums (T-1, T-3, OC-3, OC-192, Metro-E)
• Proficient in DNS and DHCP administration
• Familiar with firewall administration and ACLs
• Proficient in basic UNIX and Windows commands
• Familiar with Solarwinds and Extrahop
• Incident, Problem, Knowledge-Base, Service Catalog and Change Management
• Serve as a point of escalation for their technical area
• Work with peers, L1 and L2 in order to meet team objectives
• Under the guidance of Management or a Lead, work with Engineering and Application support teams to meet departmental objectives
• Under the guidance of Management or a Lead, work individual tasks on initiatives that will make IT Operations more efficient
• Solve problems in collaboration with Leads
• Interface with the user community to coordinate changes; schedule and gain approval for change requests
• Review, create and publish support documentation
• Play a significant role in the on-time delivery of small to medium-size projects
• Communicating at several levels; status of issues, assigned tasks and projects
• Delivering excellent customer service; follow-up, follow-through
• Flexible 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 experience
• Experience with CRM or standard ticketing systems and remote monitoring and management software
• Experience with Microsoft Office standard applications
• Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
• Experience with virtualized and cloud-based environments
• Familiarity with administering antivirus software
• Familiarity with administering mobile devices and mobile device management systems
• Understanding of Data management (backup) software and Windows Server
• Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
• Understanding 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 situations
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Decision Quality: Making good and timely decisions that keep the organization moving forward
• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise
• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
• Resourcefulness: Securing and deploying resources effectively and efficiently
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations

Apply End Date: 12/26/2024