Associate Systems Specialist - Linux

POSITION PURPOSE -

The Associate Systems Specialist works in a 24x7 data center environment, maintaining and supporting all UNIX distributed systems hardware and operating system software components. Supporting over 2,000 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. This position will also fulfill fire call ID requests across many platforms.

Day to day support functions will include actively monitoring system generated alerts, ticket queues, team inboxes and associate engagements. The candidate will ensure file systems are under threshold, determine top system performance consumers and perform basic troubleshooting of all UNIX 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.

NATURE AND SCOPE -

Position Reports to: IT Supervisor No direct responsibility for supervising others.

QUALIFICATIONS -

Have at least 2 years experience working with UNIX hardware and software:

• Have some experience with high availability hardware and software
• Familiar with SAN and NAS storage solutions
• Proficient in the use of incident ticketing systems like HP Service Manager
• Proficiency with the Microsoft Office Suite and Unix/Linux OS
• Provide first level operational support, including creating / updating documentation
• Excellent communication, organization, time management and multi-tasking skills
• Ability to listen to users issues and translate to determine appropriate technical solution
• Problem solving and analytical skills
• Able to prioritize multiple competing demands
• Drive to deliver excellent customer service
• Able to work a flexible 12-hour shift schedule including overnights
• 2 years or more experience in an enterprise class data center preferred