Help Desk Support Job in Rocklin, CA
Posted on: January 14, 2021
Our global retail client has a job opening for a Help
Desk Support in Rocklin, CA!
Top 3 to 5 technical skills required
in both Windows and LInux environments.
knowledge and ability to diagnose and resolve system health
to parse logs for investigation.
with Incident Management systems and issue documentation.
in troubleshooting remote systems at scale.
Top 3 soft skills required
Communication Skills: Both verbal and written.
to follow through to resolution.
player and approachable customer friendly attitude.
The Store Second Level Associate is responsible 2nd Level support
for retail IT systems. This position is responsible for
troubleshooting technical issues at the application level,
classification of problems including detailed problem definition,
accurate impact assessment, identification and communication of
workarounds for problems, and driving issues to resolution.
Our team members are not just innovators in the technology space;
our success is measured by our ability to drive operational and
top-line improvement for our brands. If you thrive in a
solutions oriented environment, then consider joining our team!
Duties & Responsibilities
for remote troubleshooting and resolving technical escalations for
Point of Sale systems, device peripherals, and networking
Stores Second Level ticket queue to ensure all problem tickets
assigned are resolved within SLA.
methodical problem investigation techniques to resolve issues:
in-depth problem analysis, detailed problem description,
impact assessment, root cause analysis, identification of work
arounds, and recreate field problems in the lab.
communicate business critical issues impacting stores to IT
leadership and key stakeholders; impact, status updates,
workarounds, long term resolution, and root cause resolution.
with third level engineering and development teams to isolate root
cause as necessary and drive for solution implementation.
research and analyze technical solutions to problems, provide
solution recommendation (i.e. development, maintenance or
improvements to systems standards or process) to meet needs.
comprehensive bug defect reports and validate bug defects are
resolved in production.
trending and cost analysis to proactively identify issues and
resolve before they become issues.
for understanding change to environment for all store impacting
in projects and special assignments: attend and provide
feedback for design reviews, provide supportability feedback, plan
for training and knowledge, stay abreast on new technology
for creating first level documentation as opportunities identified,
including hand off to and training to 1st Level Support and other
Second Level team members.
with Service Vendors to ensure problems are resolved before calls
are closed. Examples include: cable management, hardware
related issues, etc.
detailed feedback on ticket compliance and quality to business
Stores Second Level in regular IT Status meetings to report store
impacting issues, including post mortem meeting participation as
in on-call rotation to provide support outside of office hours.
as required for technical assistance on field issues.
other job-related duties and work on special projects as
degree or equivalent experience in IT.
years of progressive experience in 2nd Level or Tier 2 support in
HW, network, and log level application support capacity.
understanding of Windows systems setup, configuration, diagnostics,
concepts, and comfortable on a dos command line.
experience in UNIX/Linux system environments; installation,
configuration, log troubleshooting.
experience, specifically with Ruby/Perl and shell scripting
language to automate existing and workloads and routine system
knowledge of TCP/IP, SSH, SCP, LDAP and other core technologies
such as NTP, FCIP, iSCSI, SAN, NAS etc.
be able to determine when a server or remote system is in a
"distressed" state, e.g. network performing badly, short of RAM,
overloaded CPU, overloaded I/O subsystem.
To be considered for the Help Desk Support position, you
must apply online and submit your resume to Modis.com. We
are actively monitoring all applications.
Thank you for partnering with Modis!
Keywords: , Rocklin , Help Desk Support Job in Rocklin, CA, IT / Software / Systems , Rocklin, California
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