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Product Support Technician - Atlanta, GA #6682362

Company: Home Depot

Date: 08/16/2019

Category: Restaurant / Food Services

City: Atlanta, GA

POSITION PURPOSE


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.


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.


MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES


25% - Support & Enablement:


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


Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed


40% - Delivery & Execution:


Has administrative rights; can make change to systems hardware and software


Documents, reviews and ensures that all quality and change control standards are met


Partners with engineering team to resolve any SCCM Software Center issues


Maintains, upgrades and supports existing systems to ensure operational stability


Applies diagnostic utilities to as needed to complete troubleshooting activities


Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements


Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution


Tests fixes prior to closing tickets to ensure problems have been adequately resolved


Obtains and maintains license keys and associated software assets


Maintains the PCLS software server which contains manual installation packages


Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors


Interacts and builds relationships with site leadership where applicable


10% - Administration & Operations:


Documents all pertinent end user identification information including nature of problem


Records, tracks, and documents the problem-solving process for each ticket


25% - Learning:


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


If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution


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.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: 1 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.


Preferred Qualifications:


1-3 years of relevant work experience


Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software


Proficient in Microsoft Office standard applications


Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems


Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments


Experience with administering antivirus software


Experience with administering mobile devices and mobile device management systems (iPhone, Android)


Experience with data management (backup) software and Windows Server


Experience with DNS, DHCP, Internet infrastructure, and IP informational tools


Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers


Experience contributing to and developing content for a knowledge database and team training documentation


Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks


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 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.


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.


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