Address
SalaryHours: 2pm - 12:05am *subject to change based on business needs
Position Purpose:
AS400 Operator will provide Level 1 technical support to retail grocery stores, the distribution center, and all office locations allowing for continuous business operation and providing the highest level of customer satisfaction by effectively solving technical support issues involving the AS400. Responsible for all AS400 and HQ jobs and their peripherals complete without error, perform all nightly backups on all AS400 LPARs, run Whs EOD, Store Orders and ensure all AS400 scheduled jobs have completed without error. Help Desk Analyst will support the Level 1 Analysts when coverage is needed. Responsible for answering telephone or written inquiries from customers and analyzing software and system configurations to identify and diagnose customer reported issues and recommend corrective action. All incidents will be logged, tracked and documented in a helpdesk management system. Candidate must also have the ability to communicate with technical and non-technical customers. This includes troubleshooting hardware and software issues. Operating systems and applications included are OS/400, ACS (IBM I Access Client Solutions), Windows 10, Windows Servers, Jira, M365, Kronos, NCR/Retalix Storeline/Emerald POS software, Connected Payments, MTX, IMS, ePlum, Outlook Email, RPO, RTI, Boomi, Azure. Hardware support includes AS400 Tape Drives, AS400/Network printers, Motorola wireless handhelds, POS controllers, keyboards, Lexmark printers, Equinox pinpads, and other assorted IT hardware.
Responsibilities
· Operate AS400 and all its peripheral equipment · Night Operator – Performs Daily backups on the Target, Development & Payroll LPARs. · Night Operator – runs Nightly Warehouse EOD · Monitors messages on all AS/400 LPARs · Monitors all input/output through the use of JOB QUEUE’S and OUT QUEUE’S · Requests service for all AS/400 related hardware equipment · Monitors HQ for alerts that the sever may be down and/or any job failures. · Assist users in the quick resolution of basic hardware and application problems, either directly by telephone or through escalation and follow-up with other departments or groups. · Gather appropriate information, including files and content to recreate client’s problem locally when issues cannot be resolved over the phone. · Help analyze problem patterns and trends and recommend corrective actions where appropriate · Timely log, update, follow through, and close all incidents · Create, modify and follow through with all IT Help Desk, email, voice mail and Jira Tickets · Document problem resolutions in Helpdesk management software so that this information can be used to resolve future calls. · Assist in rollout of strategic corporate initiatives and system changes. · Resolve end-user problems within service level agreements for each priority of all problem tickets. · Promptly respond to customer calls and emails regarding questions or problems related to software products or services. · Create documentation and perform technical training to assist Helpdesk team members and the end user support experience. · Keep customers and their needs a primary focus of one’s actions. · Zena Orchestrator (Monitoring, troubleshooting, and Promotions of changes). Boomi API (Monitoring, troubleshooting, and Promotions of changes) · AS400 Jobs and runbooks · SFTP jobs · creating, modifying, and promoting
Required Skills :
- Certification for AS/400 Operations would be a plus
- Must have knowledge and experience with PC hardware/software principals and operating systems including Windows 10, and Windows Server 2003/2008/2012
- Must be willing to learn new technologies and applications
- Excellent interpersonal skills to interact with a wide variety of internal and external personnel.
- Friendly personality and a positive attitude
- Excellent customer service with the ability to meet customer needs, build solid relationships, and take responsibility for customer satisfaction and loyalty.
- Personable phone manner to handle customer calls professionally and proficiently.
- Ability to anticipate and prevent potential user problems.
- Excellent communication skills with an emphasis on follow-through tracking and meticulous attention to detail.
- Must be self-motivated and fast Learner
- Must be able to work by themselves and/or in a team environment and share information
- Must be able to communicate effectively and clearly both in writing and orally
- Must be able to work extended hours or weekends
- Must be able to manage multiple tasks, meet deadlines, and handle multiple problems simultaneously to organize and prioritize several requests at the same time
- Ability to work effectively in a high pressure environment is required.
- Ability to take initiative and plan effectively.
- Ability to absorb and retain information quickly.
- Ability to sit at a desk for extended periods to perform work.
- Ability to work off-peak hours to respond to customer needs and ensure availability of PCs and critical systems.
- Ability to speak English and Spanish is a plus.
