Product Support Technician - Windows- SSC

Position Purpose:

The LINUX/Windows Product Support Technician works in a 24x7 data center environment, maintaining and supporting all UNIX/LINUX distributed systems hardware and Windows operating system software components. Supporting over 2000 sites, the candidate will work with multi-tiered teams spanning all levels of engineering across multiple IT disciplines. This position will be a part of a front line support team that handles the inflow of ticket and alert driven issues, ensuring a high state of readiness and adherence to support SLAs and team metrics. Day to day support functions will include actively monitoring system generated alerts, ticket queues, team inboxes, and associate engagements. The candidate will ensure file systems are under threshold, determine top system performance consumers and perform basic troubleshooting of all UNIX/LINUX/Windows servers deployed in our store, non-store and data center environments, this includes bending and standing for lengths of time while on the data center floor. Associates will be able to receive incoming calls from users, perform initial fault isolation, perform ticket creation and incident support as well as facilitate change related requests using documented processes and procedures. Responsibilities will include escalating business impacting incidents according to documented escalation guidelines. Good written and verbal skills will aid in inter-team communication and provide a seamless customer support experience.

Key Responsibilities:

• 30% Support & Enablement:

• 30% Delivery & Execution:

• 30% Administration & Operations:

• 10% Learning:

• Direct Manager/Direct Reports:

• Travel Requirements:

• Physical Requirements:

• Working Conditions:

• Minimum Qualifications:

• Preferred Qualifications:

• Minimum Education:

• Preferred Education:

• Minimum Years of Work Experience:

• Preferred Years of Work Experience:

• Minimum Leadership Experience:

• Preferred Leadership Experience:

• Certifications:

• Competencies:

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