Position Summary...

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales. Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities. Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

What you'll do...

About Team: 

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people and put a smile on their face. That’s what we do at Walmart Global Tech. We’re a team of 15,000+ software engineers, data scientists and service professionals within Walmart, the world’s largest retailer, delivering innovations that improve how our customers shop and empower our 2.3 million associates. To others, innovation looks like an app, service or some code, but Walmart has always been about people. People are why we innovate, and people power our innovations. Being human led is our true disruption.

The Associate Digital Experience (ADE) team manages the Client Services support for the organization. We support a large heterogeneous enterprise environment that support Windows, MAC and Linux based end user systems and corporate network, server and virtualization environments. Client Services is a part of ADE team dealing with end-to-end support for end users. Building and managing application that are globally utilized.

What you'll do:

• As a Systems Engineer II, you will be responsible for assisting L1 and end users on technical issues on macOS such as system administration issues, network issues, applications issues, h/w issues etc.
• Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via ticketing system, telephone, chat, email, remote or walk-ins.
• Ensure ticket quality for the team and superior end user experience. Proactively analyze trends on ongoing issues and own problem incidents as deemed fit.
• Log all contacts, troubleshooting steps activities and results accurately within the incident management tool. You will be responsible for KB enhancements and training the L1 support on technical & process side.
• Take up ticket escalations requiring urgent attention and action. Collaborate with relevant stakeholders as and when required to escalate issues that goes beyond scope of support.
• In an event of technical emergency, you are expected to take end-to-end ownership of the problem and resolve it on behalf of the user and communicate progress in a timely manner.
• To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles.

What you'll bring:

• 4 - 6 Years of previous experience in IT helpdesk
• Excellent communications skills (both verbal and written)
• Good understanding of the ITIL Framework and Terminologies, as well as knowledge of Jira / ServiceNow ticketing systems.
• 4 years of relevant experience with strong understanding of the macOS & JAMF MDM concepts.
• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and related technologies.
• Experience working on macOS vulnerability remediation.
• Should have good understanding of the macOS security stack and Apple’s compliance requirements. 
• Demonstrated problem solving capabilities with a history of exceeding ticket closure goals.
• Willingness to share knowledge and expertise with teammates.
• Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner.
• Flexible and Open to working in a rotational shift (if required by the business)
• Proven ability to lead ticket escalations collaborating with multiple stakeholders, knowledge article creation, clearly document the problem ticket with troubleshooting steps taken, current status and resolutions in tickets.
• Provide standard and developer applications support for applications including but not limited to: O365, Zoom, VPN, Browsers, XCode

Qualifications:

• ITIL certification is desirable.
• Apple Certified Support Professional (ACSP), JAMF 100, JAMF 200 certifications would be an added advantage.
• Proficiency in bash shell scripting would be an added advantage.
• Knowledge on Active directory administration
• Bachelor’s Degree in Computer Science or the equivalent combination of education.

About Walmart Global Tech
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people.  That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. 

We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.

Flexible, hybrid work
We use a hybrid way of working with primary in office presence coupled with an optimal mix of virtual presence. We use our campuses to collaborate and be together in person, as business needs require and for development and networking opportunities. This approach helps us make quicker decisions, remove location barriers across our global team, be more flexible in our personal lives.

Benefits

Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Equal Opportunity Employer:
Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.
 

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: Bachelor's degree in computer science, computer engineering, information systems, information technology, or related area.

Option 2: 3 years’ experience in technology infrastructure engineering across areas such as compute, storage, network, mobility or virtualization relatedtechnologies.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Primary Location...

G, 1, 3, 4, 5 Floor, Building 11, Sez, Cessna Business Park, Kadubeesanahalli Village, Varthur Hobli , India