1+ months

Product Support Specialist

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cstrong\u003E\u003Cspan id=\u0022Field_REQ_DESCRIPTION_329\u0022 class=\u0022wgt-TextWidget PopupAutoCommit wgt-input\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. \u003Cbr /\u003E The Product Support Specialist is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 25% - Support \u0026 Enablement: \u003Cbr /\u003E 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 \u003Cbr /\u003E Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed \u003Cbr /\u003E\u003Cbr /\u003E 40% - Delivery \u0026 Execution: \u003Cbr /\u003E Has administrative rights; can make change to systems hardware and software \u003Cbr /\u003E Documents, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003E Partners with engineering team to resolve any SCCM Software Center issues \u003Cbr /\u003E Maintains, upgrades and supports existing systems to ensure operational stability \u003Cbr /\u003E Applies diagnostic utilities to as needed to complete troubleshooting activities \u003Cbr /\u003E Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements \u003Cbr /\u003E Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution \u003Cbr /\u003E Tests fixes prior to closing tickets to ensure problems have been adequately resolved \u003Cbr /\u003E Obtains and maintains license keys and associated software assets \u003Cbr /\u003E Maintains the PCLS software server which contains manual installation packages \u003Cbr /\u003E Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors \u003Cbr /\u003E Interacts and builds relationships with site leadership where applicable \u003Cbr /\u003E\u003Cbr /\u003E 10% - Administration \u0026 Operations: \u003Cbr /\u003E Documents all pertinent end user identification information including nature of problem \u003Cbr /\u003E Records, tracks, and documents the problem-solving process for each ticket \u003Cbr /\u003E 25% - Learning: \u003Cbr /\u003E 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 \u003Cbr /\u003E If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E ENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Environment: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Travel: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003Cstrong\u003E\u003C/strong\u003E\u003C/span\u003E\u003C/strong\u003E\u003C/p\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cp\u003E\u003Cspan id=\u0022Field_REQ_ESSENTIALFUNC_332\u0022 class=\u0022wgt-TextWidget PopupAutoCommit wgt-input\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Additional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Must be legally permitted to work in the United States\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Education Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Years of Relevant Work Experience: \u003C/strong\u003E1 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Physical Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 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.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 1-3 years of relevant work experience \u003Cbr /\u003E Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software \u003Cbr /\u003E Proficient in Microsoft Office standard applications \u003Cbr /\u003E Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems \u003Cbr /\u003E Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments \u003Cbr /\u003E Experience with administering antivirus software \u003Cbr /\u003E Experience with administering mobile devices and mobile device management systems (iPhone, Android) \u003Cbr /\u003E Experience with data management (backup) software and Windows Server \u003Cbr /\u003E Experience with DNS, DHCP, Internet infrastructure, and IP informational tools \u003Cbr /\u003E Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers \u003Cbr /\u003E Experience contributing to and developing content for a knowledge database and team training documentation \u003Cbr /\u003E Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003Cbr /\u003E\u003C/strong\u003EBeing Resilient: Rebounding from setbacks and adversity when facing difficult situations \u003Cbr /\u003E Collaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003E Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique \u003Cbr /\u003E needs of different audiences \u003Cbr /\u003E Customer Focus: Building strong customer relationships and delivering customer-centric solutions \u003Cbr /\u003E Decision Quality: Making good and timely decisions that keep the organization moving forward \u003Cbr /\u003E Interpersonal Savvy: Relating openly and comfortably with diverse groups of people \u003Cbr /\u003E Manages Conflict: Handling conflict situations effectively, with a minimum of noise \u003Cbr /\u003E Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder \u003Cbr /\u003E Resourcefulness: Securing and deploying resources effectively and efficiently \u003Cbr /\u003E Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations\u003C/span\u003E\u003C/p\u003E\u003C/div\u003E

Categories

Posted: 2020-01-31 Expires: 2020-04-17

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Product Support Specialist

Home Depot
Atlanta, GA 30303

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast