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

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

Key Responsibilities:

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
 

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.

Preferred Qualifications:

3-5 years of relevant work experienceProficient in the use of basic Cisco IOS, Nexus OS and JunOS commandsFamiliar with FiberPath Nexus 2K, 5K, and 7K functionsFamiliar with Cisco wireless technologyProficient with switching and routing protocolsProficient in troubleshooting WAN mediums (T-1, T-3, OC-3, OC-192, Metro-E)Proficient in DNS and DHCP administrationFamiliar with firewall administration and ACLsFamiliar with basic UNIX and Windows commandsFamiliar with Solarwinds and Extrahop, SelectorAIIncident, Problem, Knowledge-Base, Service Catalog and Change Management

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:

3+ yrs

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 situationsCollaborates: Building partnerships and working collaboratively with others to meet shared objectivesCommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the uniqueneeds of different audiencesCustomer Focus: Building strong customer relationships and delivering customer-centric solutionsDecision Quality: Making good and timely decisions that keep the organization moving forwardInterpersonal Savvy: Relating openly and comfortably with diverse groups of peopleManages Conflict: Handling conflict situations effectively, with a minimum of noiseNimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodderResourcefulness: Securing and deploying resources effectively and efficientlySituational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations