The Home Depot · 22 hours ago
PRODUCT SUPPORT SPECIALIST - Network L2 - Austin, TX
Austin, TX
Full-time
Onsite
Mid Level
$50K/yr - $120K/yr
3+ years expThe Home Depot is seeking a Product Support Specialist to serve as a point of escalation for technical issues within the network support team. The role involves collaborating with peers and management to address help requests, document processes, and deliver excellent customer service while maintaining system updates and participating in training sessions.
E-CommerceHome and GardenHome DecorHome ImprovementRetail
Responsibilities
Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
Monitors system updates to remain aware of common problems users are experiencing
Actively listens to and builds rapport with end users to elicit problem details
Documents, reviews and ensures that all quality and change control standards are met
Applies diagnostic utilities to aid in troubleshooting
Accesses software updates, drivers, and knowledge base to aid in problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Interacts and builds relationships with site leadership where applicable
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket
Participates in formal and informal training sessions to gain new skills and knowledge
Reviews regular pertinent product update information to keep knowledge current
Contributes to and updates knowledge database and team training documentation
Collaborates with other team members to share and exchange information
Qualification
Required
Must be eighteen years of age or older
Must be legally permitted to work in the United States
3+ yrs
Preferred
3-5 years of relevant work experience
Proficient in the use of basic Cisco IOS, Nexus OS and JunOS commands
Familiar with FiberPath Nexus 2K, 5K, and 7K functions
Familiar with Cisco wireless technology
Proficient with switching and routing protocols
Proficient in troubleshooting WAN mediums (T-1, T-3, OC-3, OC-192, Metro-E)
Proficient in DNS and DHCP administration
Familiar with firewall administration and ACLs
Familiar with basic UNIX and Windows commands
Familiar with Solarwinds and Extrahop, SelectorAI
Incident, Problem, Knowledge-Base, Service Catalog and Change Management
No additional education
No additional years of experience
None
None
Company
The Home Depot
The Home Depot is a retailer of hardware, consumer goods, and DIY supplies both online and offline while providing home delivery services.
10001+ employees
H1B Sponsorship
The Home Depot has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (67)
2023 (32)
2022 (66)
2021 (62)
2020 (33)
Funding
Current Stage
Late StageTotal Funding
unknown2007-07-31Debt Financing
Leadership Team
Ted Decker
Chair, President and CEO
Chip Devine
Senior Vice President
Recent News
PR Newswire
2026-01-16
2026-01-15
2026-01-12
Company data provided by crunchbase