System Engineer

About the Team

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.

About the Location

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. You'll be part of an engaging and supportive environment designed to help you and our teams thrive.

About the Job

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 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 (eg SOTI MobiControl) 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, 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 a sense 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

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.

About the Culture

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 :

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.

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