Enterprise Operations Technician

Seeking a technical Enterprise Operations Center technician. This individual will provide system and operations support in a 24x7x365 Nordstrom Operations Center. This position is responsible for monitoring and Tier 1 diagnostics and escalating operational issues, including initial triage and information gathering for support resources and communication establishment. This includes all network hardware, wired and WiFi support and will leverage industry-standard monitoring tools and techniques to identify solutions to technology-related issues.

Nordstrom is a fashion specialty retailer founded on a simple idea: offer each customer the best possible service, quality, value, and selection. We are looking for an individual to provide specialized Information Technology support for our strategic business partners within the Nordstrom Corporate Center.

At Nordstrom, providing great customer service goes beyond the selling floor. It takes a team of individuals with different talents and skills to improve service continuously and our results. Our Information Technologies (IT) division works in partnership with other Company areas to develop and support the business systems used throughout Nordstrom. When you join our team, you are welcomed into a family dedicated to creating memorable and rewarding shopping experiences for our customers.

The ideal Enterprise Operations Technician is motivated, dependable, accountable, process and results-oriented, and committed to providing outstanding customer service every day.

• Monitor and control the status, operability, and performance of our server, network, and other infrastructure through the entire Nordstrom environment utilizing standard tools including but not limited to ServiceNow, Solarwinds, LiveNX, New Relic, etc.

• Serve as primary initial responder (Tier 1/2) within the Enterprise Operations team in the notification, identifying, and providing troubleshooting for network data/voice technologies, server infrastructure (including VMware), along with Windows and Linux OS systems as well as other infrastructure related systems. This includes receiving escalated incidents from our Service Desk team and/or end-users and escalate to Tier 2/3 Engineers as needed.

• Consistent/strong understanding of operational best practices based on ITIL (incident management, change management, configuration management).

• Create and maintain processes and templates for documentation.

• Follow department guidelines and procedures to ensure effective process management while providing quick and accurate problem resolution for various user problems.

• Ensure SLA’s are met for the systems.

• Provide quick and accurate problem resolution for a variety of user problems.

• Provide operational and procedural changes to improve quality of service

• Participate in 24x7x365 staff rotation

• Coordinating with vendors/store personnel for onsite access to our stores as well as our data centers.

• Maintain a solid working relationship with multiple infrastructure and development teams.

• Work closely with Engineering and project teams to deploy new solutions and technologies and ensure solutions are operationally ready.

• Communicates to a diverse audience, including upper management, clearly and concisely

• Support customer requests with courtesy, efficiency, and technical expertise

• 1+ years of experience in the IT industry is preferred

• 1+ years of experience with enterprise monitoring tools as well as troubleshooting experience preferred

• Previous NOC experience preferred.

• Degree in an IT-related field or CCNA is preferred

• Demonstrated technical documentation experience

• Must be available to work non-standard business hours and varying shift assignments based on department needs

• Commitment to quality, customer service, and team environment

• Ability to effectively build relationships with customers, peers, and leadership

• Must have effective oral and written communication skills as well as excellent interpersonal skills, and the ability to organize and prioritize work

• Proficiency with MS Office suite

• Proven experience working with wide area network technologies, and troubleshooting concepts and techniques

• Working knowledge of Cisco and/or Juniper router, switch commands, and testing procedures

• Working Knowledge of Wireless Lan Controllers and wireless access points

• Working Knowledge of Avaya Site Administration is a plus

• Experience in a technical support position in a windows based environment (customer-facing website environment a plus) a plus

• Experience in a technical support position in a Unix/Linux based environment (Redhat as well as Solaris, Oracle Database knowledge a plus) a plus

• Experience with ESXi/VMWare/vCommander a plus

• Scripting skills a plus (PowerShell, WMI, VBScript, ADSI, DOS shell, bash, KSH)