Senior Product Support Specialist - Schedule (Remote)

The Home Depot

2d•Remote

About The Position

The Sr. Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes. This role also sets standards within the Product Support Team and coaches and trains team members based on knowledge and skill gaps. The Sr. Product Support Specialist provides after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.

Requirements

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
2-4 years of relevant work experience
Expertise in CRM or standard help desk ticketing systems and remote monitoring and management software
Proficient in Microsoft Office standard applications
Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems
Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments
Proficient in administering antivirus software
Proficient in administering mobile devices and mobile device management systems
Proficient in data management (backup) software and Windows Server
Proficient in DNS, DHCP, Internet infrastructure, and IP informational tools
Proficient with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
Expertise in contributing to and developing content for a knowledge database and team training documentation
Expertise in guiding and coaching more junior team members
Expertise in setting high standards through action
Proficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness
Experience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Nice To Haves

No additional education
None

Responsibilities

Receives incident from escalation of L2 or receives incident from application& 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 accordingly
Actively listens to and builds rapport with end users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issues
Provides after hours, overnight, and weekend on-call support
Documents, reviews and ensures that all quality and change control standards are met
Provides advanced support for VP level and above
Has administrative rights; can make changes to systems hardware and software
Collaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriate
Ensures stability, viability and maintenance of the 24-7 mission critical production environment
Plans, documents, and executes technical changes as needed
Learns and updates inventory system for new orders in area of responsibility
Applies diagnostic utilities to aid in troubleshooting
Accesses software updates, drivers, and knowledge bases to aid in problem resolution
Maintains and updates contractor loaner pool laptops
Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
Provides assistance to address facility-related issues with network equipment, HVAC interference, etc. at remote locations
Assesses and drives quality within the team
Interacts and builds relationships with site leadership
Creates and monitors reports on call volume, quality, etc. and makes decisions accordingly
Documents all pertinent end user identification information including nature of problem
Evaluates documented resolutions and analyzes trends to prevent future problems
Creates, updates, and manages the Knowledge Base for L2s to utilize
Produces training for Support Desk Levels 1, 2, and 3; leads training classes for Levels 1, 2, and 3
Guides the communication of troubleshooting approaches and methods across the Support Desk; serves as a resource for more junior team members on how to approach or complete this task
Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
Proactively gathers information to determine areas for further training and coaching
Reviews regular pertinent product update information to keep knowledge current