1+ months

Sr Product Support Specialist- Network

Atlanta, GA 30339
JobTitle: Sr Product Support Specialist- Network
Job ID: 366048_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:
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.

Top Requirements:
  • Strong Route/Switch troubleshooting: Layer 2 and layer 3 protocols.
  • Understanding and can troubleshoot the following technologies Juniper firewall and switching, Palo Alto Firewalls, Nexus switching, Spine/Leaf technologies,
  • Wireshark/Application troubleshooting skills.
  • Must be comfortable presenting to Director and SR Director while engaged in incidents.
    15% - Support & Enablement:
    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

    40% - Delivery & Execution:
    Provides after hours, overnight, and weekend on-call support
    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
    10% - Administration & Operations:
    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

    35% - Learning:
    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
    Typically reports to the Product Support Manager or Sr. Manager.
    Located in a comfortable indoor area. Any unpleasant condition
    Typically requires overnight travel less than 10% of the time.
    Additional Environmental Job Requirements:


Posted: 2020-11-23 Expires: 2021-02-14

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