Sr Support Technician

Description:

The Gap Inc. Technology team is dedicated to ensuring the smooth and efficient operation of our critical systems and infrastructure. As a Senior Support Technician, you will play a vital role in maintaining the reliability and performance of our technology environment, supporting various teams across Gap Inc.'s brands. You will leverage your technical expertise to troubleshoot issues, implement solutions, and contribute to the overall stability of our systems.

What You'll Do:

• Provide advanced technical support and problem resolution for hardware, software, and network-related issues impacting various Gap Inc. teams.
• Diagnose complex technical problems and implement effective solutions in a timely manner, ensuring minimal disruption to business operations.
• Collaborate with cross-functional teams, including engineering and development, to identify root causes of issues and contribute to preventative measures.
• Develop and maintain comprehensive documentation for troubleshooting procedures, knowledge base articles, and system configurations.
• Monitor system performance and proactively identify potential issues, implementing preventative maintenance and optimization strategies.
• Participate in the deployment and maintenance of IT infrastructure components, ensuring adherence to company standards and best practices.
• Assist in the development and implementation of new technologies and systems, providing technical expertise and support during rollouts.
• Contribute to the continuous improvement of support processes and procedures to enhance efficiency and effectiveness.

Who You Are:

• Proven experience as a Support Technician or similar role, with increasing levels of responsibility and technical complexity.
• Strong technical proficiency in troubleshooting a wide range of hardware, software, and networking issues.
• Solid understanding of operating systems (Windows, macOS, Linux), network protocols, and common enterprise applications.
• Experience with IT service management (ITSM) tools and best practices for incident, problem, and change management.
• Excellent analytical and problem-solving skills with the ability to diagnose and resolve complex technical challenges.
• Strong communication and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
• Ability to work independently and as part of a team, demonstrating initiative and a proactive approach to problem-solving.
• A commitment to providing excellent customer service and ensuring the smooth operation of Gap Inc.'s technology environment.