Technician IV - ISD

  • Walmart
  • Bentonville, AR, United States
  • 09/11/2019

Job Description

Position Summary...

Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.

What you'll do...

Manages and resolves customer incidents, requests, and escalations received through various communications (for example, phone calls, email, system software, walk-ups) by identifying incident and business partner needs; monitoring incident and request queues; categorizing urgency of incidents, requests, and escalations; validating business partner and system issues and resolutions; assigning, delivering, installing, or enabling assets (for example, hardware, equipment, software, media, coordinating delivery of new equipment) upon approved request; tracking the status of requests and/or problem tickets; assigning requests to other teams and escalating as needed; creating and modifying remedy templates; and closing requests or problem tickets upon completion.

Troubleshoots and resolves complex issues (for example, run commands at controller level, root access to servers to make changes, configure changes) by gathering needed information and formulating an action plan; utilizing existing scripts and commands to resolve issues; interpreting the results to determine further action; utilizing online documentation, personal experience, and knowledge to troubleshoot issues; and engaging support teams (for example, contractor teams, vendor partners) as needed to assist in the resolution of issues (for example, running code).

Identifies trends, including trends in escalations, to support continuous improvement by reviewing incoming ticket logs; identifying related requests, incidents, and escalations; determining when a series of calls are related to an underlying root cause; following escalation procedures based on severity to communicate trends; and providing analysis and recommendations to resolve trends in requests, incidents, and escalations.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Information Technology, Microsoft Office

Employer Job Listing Link

https://click.appcast.io/track/2bl7z51-org?cs=37f