The UNIX Product Support Technician works in a 24x7 data center environment, maintaining and supporting all UNIX/LINUX distributed systems hardware and operating system software components. Supporting over 2000 sites, the candidate will work with multi-tiered teams spanning all levels of engineering across multiple IT disciplines.

This position will be a part of a front line support team that handles the inflow of ticket and alert driven issues, ensuring a high state of readiness and adherence to support SLAs and team metrics. Day to day support functions will include actively monitoring system generated alerts, ticket queues, team in boxes and associate engagements.

The candidate will ensure file systems are under threshold, determine top system performance consumers and perform basic troubleshooting of all UNIX/LINUX servers deployed in our store, non-store and data center environments. Associates will be able to receive incoming calls from users, perform initial fault isolation, perform ticket creation and incident support as well as facilitate change related requests using documented processes and procedures. Responsibilities will include escalating business impacting incidents according to documented escalation guidelines. Good written and verbal skills will aid in inter-team communication and provide a seamless customer support experience.
Major Tasks, Responsibilities & 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.
        
        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.