System Engineer bei PetSmart

It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.

Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.

Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

Collaborative & Flexible Work Environment: We believe in fostering growth, teamwork and creativity in a dynamic workplace. This role is based at PetSmart’s Phoenix Home Office, where associates currently enjoy the benefits of in-person collaboration while having the flexibility to work remotely one day per week (a “flex workday” with leader approval), and an expected four days in the office. At PetSmart, you’ll be part of an engaging and supportive environment designed to help you and our teams thrive.

System Engineer

This role works in our Phoenix Home Office.  Visa sponsorship is not offered for this role

This role is responsible for identifying, tracking, and resolving support, deployment, and system issues related to store devices and hardware in PetSmart locations. As the subject matter expert, this position ensures store technology remains fully operational by providing Level 2 and Level 3 incident support. The role involves direct collaboration with PetSmart stores, corporate business teams, and IT teams. The position requires availability for off-hours support, including evenings, weekends, holidays, and participation in a 24/7 on-call rotation with other team members.

Store Devices and Hardware SME:
Serves as the subject matter expert (SME) for assessing, triaging, researching, and resolving Level 2 and Level 3 incidents related to store devices and hardware. This individual will lead the deployment, replacement, and ongoing maintenance of store devices and hardware.

Experience with Mobile Device Management (MDM) systems is required, along with hands-on experience supporting both Android and Apple devices.  Configure, optimize, and manage the MDM (ie SOTI MobiControl environment) to support enterprise mobile devices, including Android, iOS, and others. This involves managing mobile policies, application deployments, and device enrollment.  Zebra device knowledge is preferred.

Experience with technical support for various operating systems (Windows, etc), deploying and creating automation scripts.  This role requires strong problem-solving, communication, and organizational skills to manage IT infrastructure and ensure business continuity.

Service tickets maintenance:

Monitors daily intake of the service desk tickets during assigned shift and delegates tasks as necessary to ensure completion within established service level agreement

Documentation:

Documents tasks, along with issues and resolutions to create a well-defined knowledge base

Partnerships: Provides white glove customer service to our store operations team with superior communication and working with a level of urgency to support Store Operation teams.

Process improvement: Conducts in-depth analysis on trends in the data to increase a system's performance and efficiency

Preferred Qualifications

• 5+ yrs end-user technical support, related to Store Devices and Hardware, retail network, and retail infrastructure
• Deep Proficiency managing thin clients (Windows and Linux) and thin client imaging process, deployments, troubleshooting
• Deep Proficiency with mobile operating systems like Android and iOS.
• In-depth knowledge mobile devices and MDM (ie Zebra, SOTI MobiControl)
• Prefer VDI experience. Omnissa Horizon image building, deployment and troubleshooting
• Experience with scripting languages, such as PowerShell.
• Knowledge of enterprise systems, including virtualization technologies (VMware, Hyper-V) and network infrastructure
• Understanding of cybersecurity principles and best practices.

Be on-call and a first responder for P1 issues (business critical issues). Able to support off hours work as required including evenings, weekends, holidays, and 24/7 on call responsibilities on a rotational basis.

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share.  These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet friendly environment, bring your pets to work!
• On-site Dog Park
• “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
• “Sit & Stay” Café serving fresh breakfast and lunch options
• On-site coffee bar
• “Lil’ Paws” learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
• Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
• Explore PetSmart Benefits here: https://benefits.petsmart.com/
• If you don't already live in the Phoenix area here's a guide to the area:  Welcome to Phoenix Guide

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.