Full Job Description
Responsibilities:
- Design, Analyze, diagnose, and resolve customer issues within the 7-Eleven network
- Provide Tier 2 and Tier 3 technical support for 7-Eleven's network infrastructure
- Resolve incidents directly with end users and record detailed actions in ticketing tool
- Collaborate with 3rd party vendors to ensure the network stays operational
- Escalate issues to next level of support if unable to resolve in a timely manner
- Ensure all aspects of the entire enterprise cloud networks are architecturally sound and highly available
- Research existing and emerging technologies that align with business requirements and provide effective solutions based upon extensive professional experience, industry best practices, knowledge of industry technologies through formal training and/or self-study
- Install and implement network hardware components and cables in data centers and corporate offices
- Perform approved network changes according to procedures with minimal business disruption
- Understand and perform network maintenance and system upgrades, including service packs and patches
- Develop and maintain accurate network support documentation in a knowledge repository
- Perform network performance monitoring, trending and capacity planning for the LAN, WLAN, MAN and WAN
- Other duties as assigned
Requirements:
- Strong diagnostic and problem-solving skills
- Active listening and analysis to identify issues or problems
- Research and creativity to identify a solution to the issue or problem
- Ability to communicate resolutions in a simple, easy to understand manner
- Communication skills
- Verbal and written - via phone, email, chat, etc.
- Must be able to clearly communicate instructions and current tasks
- Must be able to describe technical items to non-technical users
- Verbal and written - via phone, email, chat, etc.
- Multi-tasking skills
- Ability to help a team member or customer real-time while performing other tasks
- Passionate about customer support
- Attention to detail - good organizational and time management skills
- Ability to lift up to 50 lbs, work nights or weekends, as needed, and participate in an on-call rotation
Job Information
Job Category:
Information Technology
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