[BBLISA-jobs] Positions for night-owls at Staples

[Tom Fitzgerald]

Staples has two identical 3rd-shift systems support positions open.
People filling these positions can transfer to other shifts as openings
appear, after 6 months.  Details are below.  (Sorry for the HRese.)

RESPONSES AND QUESTIONS SHOULD BE SENT TO sallyjo.bernard at staples.com
not to me.

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Web Support Specialist - .COM		

Reports To:	Senior Manager, Site Operations - STAPLES.COM

Summary:	

This position is responsible for delivering technology support
services to internal and external clients of Staples, Inc. electronic
commerce sites and corporate systems.  Work with others in team
environment to provide continuous improvement to the production web
site performance and corporate systems.  Perform technical functions
such as performance monitoring, testing, systems support, and problem
tracking.  Maintain in-depth knowledge of a relevant technologies
and/or application system(s).  Resolves 2nd level service requests
relating to Web and Corporate systems software and hardware; interacts
and consults with clients to manage client satisfaction; provides
assistance, and follow-up on client inquiries. Perform daily update
requests to all staples website properties.  Assist or perform
releases to all Staples Website properties. Assists end users with any
website or corporate system problems, especially new users who need
technical assistance to ensure the highest quality online shopping
experience.  Has a willingness to work with customers of varying
levels of technical expertise in a high pressure, complex
environment. Daily reporting on Website statistics using Keynote.
Daily interaction with engineering, project management, networking,
development, and QA staff.  Daily reporting on shift status.

Responsibilities:

   Customer service: Exceed customer expectations by responding to
   client service requests in accordance with established service
   procedures and guidelines; review assigned service requests daily;
   follow up and provide status updates to clients; alert management,
   team members, and other IT groups when sensitive issues arise or a
   major problem is suspected; keep the help desk abreast of
   whereabouts and status of current requests; minimize client
   downtime and productivity loss from technology malfunctions

   Telephone support: Respond to voice and e-mails within specified
   time frame; resolve as many requests over the phone as possible,
   utilizing all resources available to do so; capture information on
   all incoming calls in company problem tracking systems, and ensure
   that data is updated in a timely way to provide clients and
   management with status updates and reports as needed.

   Problem tracking data quality: Ensure that data pertaining to the
   status of service requests is entered into the problem tracking
   system(s) accurately and promptly on a daily basis to provide an up
   to date picture of service delivery status and backlog

   Continuously strive to improve client support: Identify
   opportunities and recommend solutions for improving service
   efficiency and effectiveness; participate in IT initiatives to
   address service issues; keep abreast of technical aspects of the
   Web computing environment; having a working knowledge of
   department-specific applications; attend seminars and other
   education opportunities; and seek out insight and on-the-job
   training from peers and other internal and external resources

   Participate as a member of the team in all phases of the systems
   support including monitoring front and back end systems, mail
   servers, and other service machines at regular intervals during the
   day to ensure high availability

   In association with IT project teams, user representatives, and
   other members of the Web team, assist in executing Web-related
   pilot testing

   Assist Web Systems Engineers in the evaluation of Web technology
   offerings from a variety of vendors Generate confidence in IT's
   knowledge of and concern for users' business needs.  Assist in the
   coordination between user, technical, application, and corporate
   entities.

   Daily reporting on Web statistics using Keynote

Skills and Knowledge

   Good judgement and analytical ability essential for prioritizing
   system support issues and assigning them to staff (based on impact
   on the business, customer urgency, and the individual nature of
   each problem); ability to know when and how to bring the correct
   resources to bear to expedite problem resolution and deliver
   customer satisfaction

   Excellent skills in dealing with unstructured problems that affect
   efficiency and effectiveness of the business.

   Strong follow-up and organizational skills

   Ability to handle customers' technical support issues:

   Familiarity with I-net tools and technology (e.g., web browsers,
   HTML, ASP, HTTP, and HTTPS); understanding of network issues;
   ideally posses relevant server experience (e.g., Microsoft
   Operating Systems, SQL, MQ, UNIX Linux systems and Exchange)

   Familiarity with various monitoring tools such as; NetIQ,
   Sitescope, HP OpenView, and Keynote

   Professional manner in person, on the telephone, and via e-mail;
   excellent communication skills essential to this position

   Ability to establish and maintain a high level of customer trust
   and confidence in the Web team's knowledge of and concern for
   customers' needs

Experience and Qualifications:

   3 plus years experience in a technical role in an IT support or
   technical environment, with client/server platform experience

   Experience in LAN/network administration or systems administration
   in an NT, LINUX and UNIX computing environment highly desirable
   experience with TCP/IP and Networking technologies

   Proven initiative, good judgement, and ability to achieve results

   Successfully works to develop effective solutions to diverse and
   complex systems problems

   Familiarity with Compaq and Hewlett Packard hardware platforms

   Knowledge in Internet/Intranet technologies for communications and
   infrastructure preferred

   Strong interpersonal and team skills desired

   Customer Service oriented

   Good written and oral communications

   Experience with TCP/IP and Networking technologies

   Database Technologies (MS SQL Server) IBM MQ Series

   AS400 experience is a plus

   MCSE / MCP / MCP + Internet certified applicants preferred

   NT, LINUX and UNIX system administration experience preferred

   Demonstrated documentation and interpersonal skills

   E-commerce experience preferred

   Bachelor's degree in Computer Science, Engineering, or a related
   discipline, or equivalent experience