8 days old

Product Support Technician - UNIX/LINUX - Austin

Austin, TX 78701
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members. \u003Cbr /\u003E \u003Cbr /\u003E As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cp\u003EThe LINUX Product Support Technician 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 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 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.\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EAssociates degree in Computer Science, Systems Engineering or related field is preferred\u003C/li\u003E\u003Cli\u003E2 years of UNIX/LINUX server administration experience in geographically dispersed, highly complex infrastructures\u003C/li\u003E\u003Cli\u003E2 years\u0027 experience troubleshooting and resolving unexpected service outages, system maintenance issues, data center enter adds/moves/changes, performance and complex system issues.\u003C/li\u003E\u003Cli\u003E2 years\u0027 experience with management of highly available (HA) system architectures.\u003C/li\u003E\u003Cli\u003E2 years with RHEL/CentOS administration and troubleshooting.\u003C/li\u003E\u003Cli\u003E2 years in TSM, NetBackup, Backup Exec, or other enterprise backup solutions\u003C/li\u003E\u003Cli\u003E2 years of experience with enterprise SAN/NAS storage solutions over (Fiber, iSCSI, MPIO).\u003C/li\u003E\u003Cli\u003E2\u0026nbsp; years of experience with networking principals, firewalls, load balancers, and a strong knowledge of network protocols including HTTP, DNS, UDP, and TCP.\u003C/li\u003E\u003Cli\u003EExcellent customer service skills\u003C/li\u003E\u003Cli\u003EProcess oriented, with a familiarity with ITIL principles\u003C/li\u003E\u003Cli\u003EDelivering excellent customer service; follow-up, follow-through\u003C/li\u003E\u003Cli\u003EFlexible availability in support of 24x7/365 environment; including days, nights, weekends, \u0026 holidays\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003Cbr /\u003E \u003C/strong\u003E\u003Cbr /\u003E 30% - Support \u0026 Enablement: \u003Cbr /\u003E Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly \u003Cbr /\u003E Monitors system updates to remain aware of common problems users are experiencing \u003Cbr /\u003E Actively listens to and builds rapport with end users to elicit problem details \u003Cbr /\u003E \u003Cbr /\u003E 30% - Delivery \u0026 Execution: \u003Cbr /\u003E Performs software installations for customers \u003Cbr /\u003E Documents, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003E Applies diagnostic utilities to aid in troubleshooting \u003Cbr /\u003E Accesses software updates, drivers, and knowledge base to aid in problem resolution \u003Cbr /\u003E Tests fixes prior to closing tickets to ensure problems have been adequately resolved \u003Cbr /\u003E Interacts and builds relationships with site leadership where applicable \u003Cbr /\u003E \u003Cbr /\u003E 30% - 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 \u003Cbr /\u003E 10% - Learning: \u003Cbr /\u003E Participates in formal and informal training sessions to gain new skills and knowledge \u003Cbr /\u003E Reviews regular pertinent product update information to keep knowledge current \u003Cbr /\u003E Contributes to and updates knowledge database and team training documentation \u003Cbr /\u003E Collaborates with other team members to share and exchange information\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003Cbr /\u003E \u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003Cbr /\u003E \u003C/strong\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 \u003Cbr /\u003E \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Must be legally permitted to work in the United States\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E0 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\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\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E 0-1 years of relevant work experience \u003Cbr /\u003E Experience with CRM or standard ticketing systems and remote monitoring and management software \u003Cbr /\u003E Experience with Microsoft Office standard applications \u003Cbr /\u003E Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems \u003Cbr /\u003E Experience with virtualized and cloud-based environments \u003Cbr /\u003E Familiarity with administering antivirus software \u003Cbr /\u003E Familiarity with administering mobile devices and mobile device management systems \u003Cbr /\u003E Understanding of Data management (backup) software and Windows Server \u003Cbr /\u003E Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools \u003Cbr /\u003E Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\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 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/div\u003E


Posted: 2020-10-14 Expires: 2020-11-13

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Product Support Technician - UNIX/LINUX - Austin

Home Depot
Austin, TX 78701

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