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, serving to ensure 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.

Major Tasks, Responsibilities & Key Accountabilities:

30% - Support & Enablement:

• Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
• Monitors system updates to remain aware of common problems users are experiencing
• Actively listens to and builds rapport with end users to elicit problem details30% - Delivery & Execution:
  
  • Performs software installations for customers
  • Documents, reviews and ensures that all quality and change control standards are met
  • Applies diagnostic utilities to aid in troubleshooting
  • Accesses software updates, drivers, and knowledge base to aid in problem resolution
  • Tests fixes prior to closing tickets to ensure problems have been adequately resolved
  • Interacts and builds relationships with site leadership where applicable30% - Administration & Operations:
    
    • Documents all pertinent end user identification information including nature of problem
    • Records, tracks, and documents the problem-solving process for each ticket10% - Learning:
      
      • Participates in formal and informal training sessions to gain new skills and knowledge
      • Reviews regular pertinent product update information to keep knowledge current
      • Contributes to and updates knowledge database and team training documentation
      • Collaborates with other team members to share and exchange informationNature 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.