Product Support Specialist

21 hours ago


Atlanta, Georgia, United States Home Depot Full time
Job Summary

The Product Support Specialist will be responsible for providing technical support for network switches, routers, access control devices, and wireless and monitoring platforms. This role will involve performing initial ticket creation and incident diagnosis, as well as managing intrusion detection systems, internet monitoring, virus protection, and other security initiatives.

Key Responsibilities
  • Perform initial ticket creation and incident diagnosis for network switches, routers, access control devices, and wireless and monitoring platforms.
  • Manage intrusion detection systems, internet monitoring, virus protection, and other security initiatives.
  • Follow established run books and escalation procedures.
  • Implement improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems prior to any reported business impact.
Requirements
  • Proficient in the use of basic Cisco IOS, Nexus OS, and JunOS commands.
  • Familiar with FiberPath Nexus 2K, 5K, and 7K functions.
  • Familiar with Cisco wireless technology.
  • Familiar with switching and routing protocols.
  • Proficient in troubleshooting WAN mediums (T-1, T-3, OC-3, OC-192, Metro-E).
  • Proficient in DNS and DHCP administration.
  • Familiar with firewall administration and ACLs.
  • Proficient in basic UNIX and Windows commands.
  • Familiar with Solarwinds and Extrahop.
  • Incident, Problem, Knowledge-Base, Service Catalog, and Change Management.
Preferred Qualifications
  • 0-1 years of relevant work experience.
  • Experience with CRM or standard ticketing systems and remote monitoring and management software.
  • Experience with Microsoft Office standard applications.
  • Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems.
  • Experience with virtualized and cloud-based environments.
  • Familiarity with administering antivirus software.
  • Familiarity with administering mobile devices and mobile device management systems.
  • Understanding of Data management (backup) software and Windows Server.
  • Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools.
  • Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers.
Work Environment

This role will be part of a 24x7 IT Operations team, ensuring IT service levels are met in an exciting, fast-paced retail environment.

The ideal candidate for this position will have a strong conceptual knowledge of retail business process and technology, as well as the ability to manage and work with subject matter experts and management.



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