Contact Center IT Professional Apprentice®

Join The Sherwin-Williams Company’s award winning IT Professional Apprentice® (PA) program. You’ll be given the opportunity to grow personally and professionally while building your resume through practical work experience with a Fortune 500 Company. This position is located in downtown Cleveland at our Corporate Headquarters. Position requires a minimum commitment of 10-15 hours per week up to 28 hours per week.

The Contact Center PA® role primary responsibility is to assist with the daily administration tasks for the OSCC Contact Center Solution. This includes installing agents and new configuration setups, diagnosing client errors, provisioning new resources and modifying routing plans within the administration console. The position will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

Essential Functions


Strategy & Planning

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring OSCC Contact Center performance.

• Accurately document instances of hardware failure, repair, installation, and removal.

Acquisition & Deployment

• Assist team with new equipment and software deployments

• Assist team members with creation of new work flows within OSCC management application

• Provide support for the testing of new and existing Contact Center software applications under development.

• Assist with management of virtual servers, hosted in VMWare

Operational Management

• Field incoming problem tickets from end users to resolve Contact Center application and software issues.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications, where applicable.

• Install, configure, test, maintain, monitor, and troubleshoot end points, both software and hardware

• Apply diagnostic utilities to aid in troubleshooting.

Incidental Functions

• Assist with projects as may be required to contribute to efficiency and effectiveness of the work.

Position Requirements


Formal Education & Certification

• Currently enrolled in college degree program and actively working toward an Associate, Bachelor or Master Degree in related field.

• Minimum GPA 2.5

• Graduation of May 2018 or later.

Knowledge & Experience

• Knowledge of Windows 7 Operating System

• Knowledge of basic Networking concepts, like TCP/IP

Personal Attributes

• Competent written and oral communication skills.

• Ability and initiative to learn and research new concepts, ideas, and technologies quickly.

• Self-motivated and self-directed.

• Ability to work in a team-oriented, collaborative environment.

• Ability to work effectively in a multi-cultural environment.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

Primary Location
:
United States-Ohio-Cleveland

Work Locations
:
US OH Cleveland Headquarters

101 Prospect Ave

Cleveland
44115

Travel
:
No

Job Posting
:
May 31, 2017

Schedule
:
Part-time

Respond By
:
Jul 31, 2017