Conduct systems support activities, such as network and server monitoring, troubleshooting, escalation and resolutionPerform routine monitoring, administration, repair and maintenance of the products within the managed environmentsProvide correct routing and escalation when situations requireCommunicate status of issues with responsible parties and NOC Management in writing and verballyModify, maintain and update software, such as firmware, drivers, anti-virus and Windows Service Pack updates, performed through a practice of Change Management, Configuration Management and Release ManagementMaintain Service Delivery to meet customer Service Level requirements which includes Disaster Recovery and Business Continuity planning, data security and recovery, and Production level policies and proceduresAssist in research/testing/implementation of Monitoring toolsPrepare and conduct system and programming tests requiring interfacing of hardware and softwareCreate and update existing documentation of processes and procedures in support of administration tasksParticipate in capacity management, expansion and growth planningAssist management with development and maintenance of NOC proceduresExecute daily NOC operations, escalations, ticketing and communications with customers

• Manage, configure, and monitor Cisco routers and switches• Develop, maintain, and manage relationships with assigned customers• Monitor proprietary applications and operational architecture of 100+ sites through both closed and open network environments• Maintain detailed logs regarding proprietary applications, security, and operational readiness.• Assist System Architects in developing and maintaining LAN/WAN customer environments.• Create, maintain, edit, and assist user accounts and computers using Active Directory• Participate in an On-Call rotation to assist NOC Tier 1• Run reports utilizing SQL Queries• Provide high-level technical support and problem determination/resolution• Administer Windows servers via VMware vCenter Server

Hardware L2 Tech Support• Handle escalated calls, emails, and tickets at the 2nd level.• Assist vendors in swapping parts onsite on back end hardware.• Open, monitor, and maintain store outages by engaging our 3rd level teams.• Work with 3rd level teams to make sure issues are resolved in a timely manner. • Assist L1 hardware associate with current issues and guide them to a solution,• Monitor and support back end servers and hardware including RAID and Virtual Machines via VMware.• Assist in training newly hired L1 associate.• Specialize in a single topic to be the point of contact and create knowledge base articles.• Utilize UNIX to maintain and monitor stores virtual servers.• Troubleshoot networking stacks to ensure store connectivity.

Hardware L1 Tech Support• Work directly with store associates to resolve technical system and hardware issues.• Monitor and support end-user hardware and software applications.• Help store associates problem solve and troubleshoot current issues.• Send replacement parts and place service calls as needed.• First point of contact before escalating calls.• Provide excellent customer service to ensure store associates have properly working equipment for their customers.• Contact 3rd party providers to ensure store associates receive assistance in a timely manner.• Monitor and support front end point of sale applications and hardware to ensure store customers receive a pleasurable experience while purchasing items.