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Mac Technical Support in Raleigh, NC at Advance Auto Parts

Date Posted: 3/15/2019

Career Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Raleigh, NC
  • Career Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/15/2019

Career Description



Job Description

The Mac Technical Support will work with a team of Support Analysts to provide second-level technical support for Advance Auto Parts end users, applications and infrastructure; and perform technical support to keep all systems performing with minimum down time. The Support Analyst will work with internal and external customers to gather and verify information to accurately diagnose IT issues and troubleshoot to complete resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Under general direction, apply business/technical support concepts to identify and troubleshoot IT application issues and implement resolutions that the first tier of help desk support is unable to resolve.
  • Utilize software release documentation, knowledge bases, FAQs, and WIKIs to aid in problem resolution; learn various programming languages and write basic batch files and utilities as necessary.
  • Respond with urgency to system failure situations and provide collaborative solutions to other analysts, developers, engineers, and support teams.
  • Document problem resolution thoroughly in support tools for future reference and team member training; prepare reports used in tracking support and system availability in order to reduce/eliminate future issues.
  • Provide assistance in testing and deployment of system improvements and enhancements.
  • Recommend systems modifications to reduce user problems.
  • Provide coaching and mentoring to less experienced Support Analysts in process, procedure, and technology.

NON-ESSENTIAL RESPONSIBILITIES

  • Performs other functions as assigned, including special projects as necessary.

 

Position Requirements:

 

  • 3-5 years relevant support experience; or equivalent combination of education and experience.
  • MUST have high level of technical skill supporting both Mac and Windows devices, along w/ a strong understanding of unified communications systems (audio and video conferencing using WebEx, Skype, Teams).
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable
  • Proficiency in Microsoft Office 365 applications (Outlook, OneDrive, Word, Excel, PowerPoint, SharePoint, Teams, Flow).
  • Proficiency in incident management systems (such as Remedy and Service Now), for incident, problem, and change management processes; ability to troubleshoot IT issues independently (identify probable cause with hard facts and data, investigate resolution, determine root cause, and demonstrate success of solution)
  • Ability to understand basic programming logic to learn various programming languages, understand existing code and the effects of changing existing code, and write basic batch files and utilities.
  • Basic understanding of retail operational procedures.
  • Demonstrated experience handling multiple assignments and using prioritization skills in high-demand situations.
  • Ability to work independently with little supervision, adapt to new situations and learn quickly.
  • Self-motivated achiever who gains satisfaction from providing excellent customer service.
  • Ability to communicate effectively with business users, technical staff and team members to reach solutions collaboratively, including the ability to present information and respond to questions from developers, engineers and customers.
  • Ability to write reports, business correspondence and email, including the ability to translate an extensive variety of technical instructions in procedural or diagram form into standard procedures.
  • Ability to respond to off-hour emergencies and perform evening, weekend, and holiday work as necessary.

EDUCATION and/or EXPERIENCE

Bachelor’s degree in MIS, Software Development

CERTIFICATES, LICENSES, REGISTRATIONS

MCDST, MCSE, MCP, ACMT, ITIL certification

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.