Position Purpose:

The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships.

The Product Support Specialist is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.

Shift hours could be:

Monday - Thursday 9 PM ET - 7:30 AM CT

OR

Monday- Thursday 9:30 PM ET - 8:00 AM CT

The Night Data Center Product Support Technician is responsible for executing on Facilities Service Requests (FSRs) and tasks partnering with the Daytime Data Center team, our Customers, Technology Engineering teams, and Operations. This includes equipment installs, cabling, migrations, and equipment removals. This resource is also responsible for physical layer troubleshooting, driving issues to resolution, and performing asset management activities.

1. Provide IT equipment installation and removal services for, racks, servers, network devices, appliances, storage arrays, etc. install rail kits, rack in-rack power distribution units (pdu's), cable management, cable trays, etc, run/stage, terminate, and label cables and IT equipment.

2. Provide troubleshooting services for the application, infrastructure engineering, and operations teams as it pertains to equipment in the Data Center.

3. Trace and/or test cables as requested for project planning or break-fix troubleshooting including testing SFPs.

4. Follow industry and Home Depot standards, best practices, policies, and procedures.

5. Ensure proper hot/cold aisle standards are followed by installing perforated or solid tiles during IT equipment installs and removals.

6. Perform cable management to maintain integrity & Home Depot standards including labeling.

7. Place asset tags & labels on equipment during Moves, Adds, & Changes (MACs).

8. Communicate status towards the completion of assigned tasks and Facilities Service Requests (FSRs) before the shift ends to the daytime Data Center team.

9. Maintain and update Nlyte (Data Center Infrastructure Management tool)

10. Maintain and detail all MACs daily.

11. Perform Nlyte asset and power audits per the scheduled frequency.

12. Interface with ServiceNow modules such as:

i. Change Management

ii. Incident Mgt., Problem Mgt., & Break/Fix

iii. Service Request (FSRs)

13. Partner with Matrixed teams as necessary to coordinate & complete FSRs and tasks.

14. Organize and prepare manifests for pallets of decommissioned equipment, hard drives for destruction, or legacy components that will be picked up by our 3rd party equipment disposal company.

15. Monitor inventory of supplies that are used to deploy equipment to the Data Center & escalate to the Senior Data Center Techs and project manager when the inventory is low. ((e.g. EoR Network or Storage switches, SFPs/GBICS, cables (fiber, Cat6, Twinax), etc... ))

16. Photograph before and after shots of major work efforts, e.g. decommissioning work, cable clean-up, site organization, etc...

17. Provide support for the mechanical/electrical team members & vendors as needed.

18. Ensure resources or 3rd parties we work with follow the proper security policies as it pertains to Data Center access controls, which includes escorting when appropriate.

19. Follow Corporate Security, and Cybersecurity policies and procedures.

20. Escalate issues quickly based on criticality to the appropriate resources, IT Operations groups, and/or leadership.

21. Ensure removed hard drives are audited and are destroyed.

22. Ensure the Data Centers, MDFs, and storage areas are clean, organized, and safe.

23. Perform Sub-floor clean-up.

24. Ensure Walk off mats are removed prior to the end of the shift as required.

Key Responsibilities:

25% Support & Enablement:

• Receives incident from escalation of L1 or receives incident from application and 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 unresolved issues to L3 or engages service vendor

• Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed

40% Delivery & Execution:

• Has administrative rights; can make change to systems hardware and software

• Documents, reviews and ensures that all quality and change control standards are met

• Partners with engineering team to resolve any SCCM Software Center issues

• Maintains, upgrades and supports existing systems to ensure operational stability

• Applies diagnostic utilities to as needed to complete troubleshooting activities

• Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements

• Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution

• Tests fixes prior to closing tickets to ensure problems have been adequately resolved

• Obtains and maintains license keys and associated software assets

• Maintains the PCLS software server which contains manual installation packages

• Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors

• Interacts and builds relationships with site leadership where applicable

10% Administration & Operations:

• Documents all pertinent end user identification information including nature of problem

• Records, tracks, and documents the problem-solving process for each ticket

25% Learning:

• Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server

• If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

Direct Manager/Direct Reports:

• Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

• Must be legally permitted to work in the United States

Preferred Qualifications:

• 1-3 years of relevant work experience

• Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software

• Proficient in Microsoft Office standard applications

• Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems

• Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments

• Experience with administering antivirus software

• Experience with administering mobile devices and mobile device management systems (iPhone, Android)

• Experience with data management (backup) software and Windows Server

• Experience with DNS, DHCP, Internet infrastructure, and IP informational tools

• Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

• Experience contributing to and developing content for a knowledge database and team training documentation

• Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Being Resilient: Rebounding from setbacks and adversity when facing difficult situations

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique

• needs of different audiences

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions

• Decision Quality: Making good and timely decisions that keep the organization moving forward

• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people

• Manages Conflict: Handling conflict situations effectively, with a minimum of noise

• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder

• Resourcefulness: Securing and deploying resources effectively and efficiently

• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations

The application window is expected to close on 6/12/24.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Apply End Date: 06/12/2024

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