27 days old

Product Support Technician - IT Support Analyst

Detroit, MI 48201
JobTitle: Product Support Technician - IT Support Analyst
Job ID: 363527_en-us
Salary Range: null- null
Job Category: Technology
Employment type: Full Time

Position Description:
POSITION PURPOSE
The Product Support Technician is responsible for handling Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members.

As a Product Support Technician, you will actively listen to and enable end users with solutions to common problems. In addition, you will be responsible for call documentation and escalation as necessary.

Top Requirements: 
  1. Proficiency in working through Application Support tickets
  2. Ability to perform Inventory Management, handling of inventory, performing Shipping/Receiving activities (Eg: iPad, iPhone, Laptop/Thin Client/Compute machines to support field and contact center associates)
  3. Ability to work through providing call support operations
  4. Should be flexible to accommodate shifts, weekends
  5. Requires work from office on inventory days
  6. Technical aptitude to learn new technologies and provide exceptional support to our IT & business partners
    MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

    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:
    Performs software installations for customers
    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

    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.
    Additional Environmental Job Requirements:

Categories

Posted: 2020-10-30 Expires: 2020-12-18

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Product Support Technician - IT Support Analyst

Home Depot, Inc.
Detroit, MI 48201

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