Desktop Support Engineer

Job Title

The primary purpose of this position is to monitor mission critical systems in the Distribution Center environment to ensure maximum availability of corporate and store systems. Perform 2-level problem analysis and make necessary corrections as appropriate. The incumbent is also required to perform all tasks in observance of brand and strategy and adhere to our core values and service attributes. The associate is responsible for the functions below, in addition to other duties as assigned:

• Responsible for system monitoring, adhoc support and documentation/escalation of exceptions in accordance with defined procedures
• Analyze business and technical issues and take action to correct and/or minimize outages and/or performance issues by monitoring the events and alerts
• Coordinate with mission critical vendors for financial transactions, order processing and 3rd party billing to ensure can process transactions and meet all legal and regulatory requirements
• Build and maintain knowledge system of mainframe, open systems, web, mid-range and application systems
• Review and track issues to ensure root cause analysis is performed and documented. Coordinate these activities with other departments in Information Systems and business partners
• Lead, resolve and escalate issues to 3rd level application and infrastructure team. Communicate issues to business partners as necessary
• Schedule and coordinate daily computer operations using scheduling systems, productivity tools, and associated commands to ensure timely completion; correct batch production work as it fails or comes to an unsatisfactory conclusion
• Log problems and place calls to staff, management and vendors to address issues, including escalation of issues
• Perform system-wide Initial Program Loads (IPLs) and reboot systems as required to restart failed or downed computer systems; ensure startup parameters and functions are correct
• Three (3) years' of experience in 24x7x365 Large Scale Data Center Operations Environment preferred