Job Description

This role provides operational support for Kroger’s stores, distribution centers, and manufacturing facilities. The primary focus is communication , coordination , and multitasking —technical troubleshooting comes second. You will interact daily with store teams, technicians, external vendors, and internet providers to ensure network stability and timely incident resolution.

Top Required Skills

1. Strong Communication Skills (MOST IMPORTANT)

• Ability to talk clearly and confidently with customers, store staff, technicians, and vendors.
• Can explain technical information in simple, understandable terms.
• Strong written communication for tickets, updates, and incident documentation.

2. Multitasking & Coordination

• Ability to handle multiple issues, calls, and tickets simultaneously.
• Comfortable managing real-time incident communication and escalations.
• Works well under pressure in operations-focused environments.

3. Customer Service & Relationship Building

• Professional, patient, and customer-focused attitude.
• Builds trust with internal teams and external vendors.
• Collaborates effectively across support, engineering, and field technician groups.

Technical Skills

• Basic troubleshooting of WAN/LAN/Wi-Fi networks.
• Introductory Linux experience.
• Familiarity with routing and switching concepts.
• Experience with ServiceNow or similar ticketing systems.
• Understanding of change management processes.
• Ability to read basic network alerts and escalate appropriately.

Key Responsibilities

• Support network issues for stores, distribution centers, and manufacturing sites.
• Coordinate with external vendors and ISPs for circuit or service-related issues.
• Triage and resolve Level 1–2 network incidents (WAN, LAN, Wi-Fi, SD-WAN).
• Document incidents, updates, and resolutions using ServiceNow.
• Communicate status clearly to customers, stakeholders, and leadership.
• Facilitate incident bridge calls during high-priority outages.
• Assist with change management documentation and approvals.
• Escalate high-impact incidents to Level 3 network teams.
• Perform basic troubleshooting and follow standard operating procedures.

Preferred Experience

• Familiarity with routers, switches, and wireless access points.
• Experience with SD-WAN environments.
• Exposure to network monitoring tools.
• Experience supporting retail or operations-heavy environments is a plus.

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