PRODUCT SUPPORT SPECIALIST - Network L2 - Austin, TX
About The Position
With a career at The Home Depot, you can be yourself and also be part of something bigger. 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
Requirements
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
- 3+ yrs
Nice To Haves
- 3-5 years of relevant work experience
- 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
- Proficient 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
- Familiar with basic UNIX and Windows commands
- Familiar with Solarwinds and Extrahop, SelectorAI Incident, Problem, Knowledge-Base, Service Catalog and Change Management
Responsibilities
- 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
- 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
- Administration & Operations: Documents all pertinent end user identification information including nature of problem Records, tracks, and documents the problem-solving process for each ticket
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
