28 days old

Product Support Specialist - UNIX L2

Austin, TX 78721
JobTitle: Product Support Specialist - UNIX L2
Job ID: 406411_en-us
Salary Range: null- null
Job Category: Technology
Employment type: Full Time

Position Description:
Position Purpose:

The UNIX Product Support Specialist works in a 24x7 data center environment, maintaining and supporting all UNIX/LINUX distributed systems hardware and 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 in boxes 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 servers deployed in our store, non-store and data center environments. 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.

Major Tasks, Responsibilities & Key Accountabilities:

25% - Support & Enablement:
  • Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
  • Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed40% - Delivery & Execution:
    • Has administrative rights; can make change to systems hardware and software
    • Documents, reviews and ensures that all quality and change control standards are met
    • Partners with engineering team to resolve any SCCM Software Center issues
    • Maintains, upgrades and supports existing systems to ensure operational stability
    • Applies diagnostic utilities to as needed to complete troubleshooting activities
    • Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
    • Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
    • Tests fixes prior to closing tickets to ensure problems have been adequately resolved
    • Obtains and maintains license keys and associated software assets
    • Maintains the PCLS software server which contains manual installation packages
    • Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
    • Interacts and builds relationships with site leadership where applicable10% - Administration & Operations:
      • Documents all pertinent end user identification information including nature of problem
      • Records, tracks, and documents the problem-solving process for each ticket25% - Learning:
        • Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
        • If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
          Nature and Scope: Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

          Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

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


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Posted: 2022-06-06 Expires: 2022-07-06

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