Contractors’ Warehouse —
AO Product Support Technician II (Remote)

Position Purpose:

Product Support Technician II are expected to consistently demonstrate highly proficient skills in one or more of THD's Operations competency areas and to perform and drive both routine and non-routine competency-specific activities to ensure the needs of the business are met.

Some of these duties include: ​

• Serving as a higher-level technician in Applications Operations.  Understanding multiple competencies and supporting the business with great customer service​
• Able to independently work with Application support teams to meet departmental objectives​
• Proactively suggest or identify initiatives that will make the Application Operations team more efficient, document them, and present them to management for approval​
• Deliver training to peers and others (including documentation, presentations and other necessary components)​
• Interface with the user community to coordinate knowledge transfers and knowledge documentation.​
• Review, create and publish support documentation​
• Play an intermediate role in the on-time delivery of projects​
• Deliver excellent customer service​
• Assist with evaluating the skills of new associates if needed.​
• Partner with Supervisors to determine training opportunities ​

The Product Support Technician II maintains and supports Application Operations L1. They will primarily focus on the team’s inbox in support of COM, Checkout, Payment, CCX, and Data Warehouse (DNA). Considered to be a higher-level associate in Knowledge base (KBs). Additional duties include: Assists leaders with problem management where appropriate. Interface with business partners in support of projects related to the Application Operations team. Ability to present ideas to different partner audiences.

This position will be part of a 24×7 IT Operations team, serving to ensure IT service levels are met in an exciting, fast paced retail environment.  Proactively identify and or resolve issues prior to any reported business impact. ​

Direct Manager/Direct Reports:

• This position reports to the Product Support Supervisor
• This position has 0 direct reports

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• 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

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• 1

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Decision Quality: Making good and timely decisions that keep the organization moving forward
• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise
• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
• Resourcefulness: Securing and deploying resources effectively and efficiently
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations