Job Information
Home Depot Product Support Technician - Network - SSC in Atlanta, Georgia
Position Purpose:
The Product Support Technician 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, ensuring 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.
Key Qualifications include:
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
Proficient in basic UNIX and Windows commands
Familiar with Solarwinds and Extrahop
Incident, Problem, Knowledge-Base, Service Catalog and Change Management
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, & holidays
Direct Manager/Direct Reports:
- Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
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.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Must be legally permitted to work in the United States
Preferred Qualifications:
0-1 years of relevant work experience
Experience with CRM or standard ticketing systems and remote monitoring and management software
Experience with Microsoft Office standard applications
Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
Experience with virtualized and cloud-based environments
Familiarity with administering antivirus software
Familiarity with administering mobile devices and mobile device management systems
Understanding of Data management (backup) software and Windows Server
Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 0
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
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
The job application window is expected to close on 9/12/24.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Apply End Date: 09/12/2024
- $17,000.00 - $60,000.00
Home Depot
-
- Home Depot Jobs