Product Support Technician

With a career at The Home Depot, you can be yourself and also be part of something bigger.

POSITION PURPOSE
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

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, RESPONSIBILITES AND 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 details

30% - Delivery & Execution:
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 applicable

30% - Administration & Operations:
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket

10% - 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 information

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

ENVIRONMENTAL JOB REQUIREMENTS

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.
Additional Environmental Job Requirements:

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:
Must be legally permitted to work in the United States

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 0 years

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.

Additional Qualifications:

Preferred Qualifications:
1-3 years of relevant work experience

Proficient in the use of basic Cisco IOS, Nexus OS and JunOS commands

Familiar with FiberPath 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

Familiar with basic UNIX and Windows commands

Familiar with Solarwinds and Extrahop, SelectorAI

Incident, Problem, Knowledge-Base, Service Catalog and Change Management

Knowledge, Skills, Abilities and 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