Job Information
Barnes & Noble Manager, Store Support Engineering in Westbury, New York
Title: Manager, Store Support Engineering
Category: Information Systems & Technology
EmploymentType: Full-Time
Location: NY-Westbury
LocationType: corporate
JobLocation: Westbury, New York 11590
JobSummary: Barnes & Noble is the world’s largest retail bookseller and the leading retailer of content, digital media and educational products. We operate over 600 Barnes & Noble bookstores in 50 states and one of the web’s premier e-commerce sites, bn.com. Our Nook Digital business offers a lineup of popular NOOK® tablets and eReaders and an expansive collection of digital reading content through the NOOK® store.
We’re proud to be an industry leader, consistently recognized for excellence in quality and customer service in our stores and online at bn.com.
The Manager, Store Support Engineering is primarily responsible for overseeing and providing diverse technical troubleshooting support to system applications in the Barnes & Noble and Paper Source stores and acts as a liaison between the helpdesk, the application developers, and other departments within the company. The ideal candidate must have programming experience and a strong knowledge of batch and SQL scripting with an excellent ability to analyze and problem-solve with a keen attention to detail.
An employee in this position can expect an annual starting rate between $120,000 and $135,000, depending on experience, seniority, geographic locations, and other factors permitted by law.
WhatYouDo:
• Remotely manage, monitor, and support all processes associated with store applications.
• Identify & and diagnose potential global as well as store-specific issues that store clients may experience for both software and hardware issues.
• Research, develop, test, and deploy solutions to problems.
• Create and run Windows batch scripts and MySQL scripts.
• Serve as a point of escalation to first and second-level helpdesk store support for store application, hardware, and network issues.
• Serve as a point of escalation to corporate departments for data and file issues related to the store systems.
• Serve as a liaison between the store support team and corporate development and store operations teams.
• Collaborate with other professionals to ensure high-quality deliverables within organization guidelines, policies, and procedures.
• Promote excellent customer service and effective response times enabling fast and successful resolution of user issues.
• Requires off-hours on-call support.
• Perform other related duties as assigned.
Knowledge&Experience:
• 4-year degree in Computer Science, Information Technology Systems, Information Systems, or work experience equivalent.
• 5+ years of experience with Information Technology, preferably in a Store Systems environment.
• Ability to analyze and problem-solve.
• Strong data manipulation and analysis skills.
• Demonstrate understanding of Microsoft Windows OS, services, and skills to troubleshoot complex systems within the platform ecosystem.
• Demonstrated technical skill, logic, and ability in troubleshooting hardware, software, and network issues.
• Experience with and fundamental knowledge and understanding of computer programming languages.
• Experience and strong understanding of MySQL Workbench 8.0
• Experience with Meraki dashboard supporting Meraki routers, and various other Cisco switches.
• Familiarity with Networking concepts (patching, TCP/IP, DHCP, DNS, VPN, remote access).
• Familiarity with Remote Link and ServiceNow is a plus.
• Excellent follow-through and ability to deal with escalated issues.
• Excellent written and verbal communication.
• Strong Customer Service perspective.
• Team player with a strong work ethic.
• Retail work experience is a plus.
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EeoStatement: Barnes & Noble is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, hairstyle, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.