Responsibilities:

• Design, Analyze, diagnose, and resolve customer issues within the 7-Eleven network
  • Provide Tier 2 and Tier 3 technical support for 7-Eleven's network infrastructure
  • Resolve incidents directly with end users and record detailed actions in ticketing tool
  • Collaborate with 3rd party vendors to ensure the network stays operational
  • Escalate issues to next level of support if unable to resolve in a timely manner
• Ensure all aspects of the entire enterprise cloud networks are architecturally sound and highly available
• Research existing and emerging technologies that align with business requirements and provide effective solutions based upon extensive professional experience, industry best practices, knowledge of industry technologies through formal training and/or self-study
• Install and implement network hardware components and cables in data centers and corporate offices
• Perform approved network changes according to procedures with minimal business disruption
• Understand and perform network maintenance and system upgrades, including service packs and patches
• Develop and maintain accurate network support documentation in a knowledge repository
• Perform network performance monitoring, trending and capacity planning for the LAN, WLAN, MAN and WAN
• Other duties as assigned

Requirements:

• Strong diagnostic and problem-solving skills
  • Active listening and analysis to identify issues or problems
  • Research and creativity to identify a solution to the issue or problem
  • Ability to communicate resolutions in a simple, easy to understand manner
• Communication skills
  • Verbal and written - via phone, email, chat, etc.
    • Must be able to clearly communicate instructions and current tasks
    • Must be able to describe technical items to non-technical users
• Multi-tasking skills
  • Ability to help a team member or customer real-time while performing other tasks
• Passionate about customer support
• Attention to detail - good organizational and time management skills
• Ability to lift up to 50 lbs, work nights or weekends, as needed, and participate in an on-call rotation