Vacancy expired!
Address: USA-IL-Chicago-300 South Riverside Plaza Store Code: Service Delivery - EComm (2764781)
Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, providing services to five East Coast grocery brands: Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the size and scale of the local brands to and provides industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.For more information, visit https:// www.retailbusinessservices.com . Position Summary:We are looking for an experienced IT professional to join our 24x7 team. The official title, Service Delivery Coordinator II, is responsible for providing technical and troubleshooting assistance related to hardware, software, mobile devices, and other technical platforms implemented. This position has responsibility across the domain and requires a strong knowledge in Infrastructure, Operations, and distributed computing/applications. The qualified candidate will also assist in the business continuity, disaster recovery, and IT compliance objectives set forth by the management team.Principle Duties and Responsibilities (essential functions)• Assist Service Delivery Management with process improvement activities & projects• Serve as an escalation point for P1/P2 incidents• Autonomously escalate P1/P2 incidents identified through ticketing & system monitoring • Assist with training, coaching, and mentorship of department analysts at the request of Service Delivery management.• Responsible for resolution of technical issues involving production applications (e.g. network outages, failed applications, hardware failures)• Support tools/applications to ensure all steps for error recovery have been performed to resolve reported problems prior to escalating to second level support groups• Understand the mechanical systems, software relations, differences, and other functionalities in the appropriate warehouses and shares knowledge with other teams and vendors• Gather detailed information during triage and utilize logical problem-solving skills and techniques to troubleshoot and resolve complex issues• Produce and maintain high-quality documentation that meets applicable standards and is appropriate for its intended audience• Manage and triage all calls opened by self or other team members while prioritizing business impacting issues over day to day end user issues• Escalate complex and/or high priority problems to the appropriate support groups or vendors for resolution• Collaborate with system administrators, network administrators, developers and other internal teams and vendors to maintain appropriate tools, monitoring, reporting and site metrics to track needs and trends for support, issues and capacity changes• Write technical documentation for all new systems and processes that affect Infrastructure Environments, as well as train other team members and end usersBasic Requirements:• Associate degree• Bachelor's degree preferred• 4+ yearsSkills and Abilities:• CompTIA A+ and/or Network + certification preferred (but not required)• Excellent patience, interpersonal and guest service skills• Detail oriented• Ability to work 10 hour shifts 4 days a week in a 24x7 environment.• 1 to 2 years Customer Service experience, or equivalent• 1 to 2 year of technical experience• Basic understanding of network hardware and software• Intermediate knowledge of Windows 10, Windows 7, Microsoft O365, and MAC O/S• Familiarity with Jamf and SCCM a plus• Enjoy working with people and place high importance on internal client service satisfaction#dicejobs#LI-AD1Retail Business Services is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law. We provide reasonable accommodations to applicants and employees with disabilities.If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at tad@retailbusinessservices.com> Job Requisition: 212398externalUSA-IL-ChicagoVacancy expired!