Are you ready to dive into the heart of supporting World Wide Grocery technology and play a crucial role in keeping systems, wide array applications, and infrastructure running smoothly? We're seeking a talented and versatile Support Engineer to join our dynamic and fast moving team to support the infrastructure for World Wide Grocery and corporate Whole Foods team members.
This role will engage in systems analysis, installation, and customization across multiple platforms (Windows/Mac). Become our go-to expert for hardware, software, and infrastructure troubleshooting. You will provide top-notch technical support and guidance to junior team members while taking on the responsibility of identifying and creating processes to increase efficiency, customer satisfaction, and overall team performance to drive operational excellence across the team.
If you're passionate about technology, thrive in a fast-paced environment, and are ready to make a significant impact, this role is for you! Join us in shaping the future of our organization's technological landscape.
Key job responsibilities
- Address daily incident tickets and system compliance requirements
- Develop and maintain operational policies and procedures
- Partner with business partners and stakeholders to address escalations.
- Monitor and optimize system performance in standalone and multi-tiered environments
- Implement and maintain system security protocols through vulnerability management
- Review metrics daily to ensure the team is meeting SLA's
- Audit tickets to ensure compliance to operational standards
- Provide regular operational readouts with operational enhancement suggestions to managers on a regular basis
- Provide training to junior team members for new support objectives and changes with existing support.
A day in the life
This role works closely with the team to manage the daily operations for inbound support, while also leveraging data and metrics to enhance operational effectiveness daily. You will also work closely with business partners to support escalations and feedback. This position is also often engaged to solve systemic problems based on the deep operational knowledge of the service desk and the overall business.
About the team
We are a small team of about 28 support engineers who support Whole Foods corporate team members along with Whole Foods and Fresh team members. We support all back office hardware, applications, and infrastructure to include Windows and Mac computers, phones, over 400 applications, back office infrastructure, and printers in store locations and corporate office just to name a few. We are a highly collaborative team that works closely together to solve problems for thousands of team members. - 3+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 4+ years of technical support experience
- 3+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications- 3+ years of supporting a windows server environment experience
- Experience driving IT projects to completion with little supervision
- Experience with networking technology (TCP/IP, subnetting, DNS and DHCP)
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