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IT Senior Network Support Analyst

Sherwin-Williams Cleveland, OH
  • Posted: August 14, 2019
  • Full-Time
Founded in 1866, The Sherwin-Williams Company is a global leader in the manufacture, development, distribution, and sale of paints, coatings and related products to professional, industrial, commercial, and retail customers. The company manufactures products under well-known brands such as Sherwin-Williams, Valspar, HGTV HOME by Sherwin-Williams, Dutch Boy, Krylon, Minwax, Thompson's Water Seal, Cabot and many more. Sherwin-Williams branded products are sold exclusively through a chain of more than 4,100 company-operated stores and facilities, while the company's other brands are sold through leading mass merchandisers, home centers, independent paint dealers, hardware stores, automotive retailers, and industrial distributors. The company supplies a broad range of highly-engineered industrial and OEM coatings for wood and general industrial, coil, packaging, protective and marine, and transportation applications worldwide. Our 60,000 employees are diverse, innovative and passionate. With a variety of rewarding and challenging opportunities, Sherwin-Williams is a great place to find a career that takes you places.

The role of the Senior Network Support Analyst is to provide point-of-contact support for The Americas Group store employee and computing issues, including tracking, logging, reporting and resolving level one hardware, software and network problems through an automated problem tracking system. This position handles Service Desk coverage, incoming requests and existing open escalations, providing both incident troubleshooting and problem management for the stores community. Significant interaction with personnel of all levels of the Company requires the Analyst to utilize strong customer service skills and a focus on continued development of technical skills.

Essential Functions
Strategy & Planning

  • Participate in the planning, design, development and effectuation of improvements with focus on simplification and optimization of processes.
  • Provide solutions to known POS problems with attention toward problem prevention.
  • Participate in planning the application of solutions with attention toward problem prevention.
  • Participate in knowledge transfer from Second Level Support Teams following problem escalation.
Acquisition & Deployment
  • Assist with the identification and implementation of solutions that provide enhanced functionality and value.
  • Deploy service solutions that simplify processes, optimize service delivery and/or solve problems.
Operational Management
  • Troubleshoot Point of Sale equipment and Tint equipment (Servers/Clients and all Peripherals).
  • Troubleshoot all peripherals including Credit Card Reader, POS and Tint scanner guns, Epson printers/Cash Drawer, Lexmark printers, Multi-Function printers, AML, pole displays, VSAT, Frame Relay, HAN/DSL, and MPLS.
  • Troubleshoot all wiring and cabling problems that connect all work stations, networking applications, telephone terminators and wireless network.
  • Support store applications, i.e., Attendance and Time, Price Record Cards, HEARS, S.T.A.R.T., MMS, LibreOffice, EDI, PQR, BOLDOC, SherColor, Delivery, Phoenix, Color Eye software performance levels, Tax Record Card, Inventory, Customer Satisfaction and Product Performance Reports.
  • Troubleshoot Color Match equipment.
  • Support store openings, renovations and closings regarding computer and VSAT installations and de-installations.
  • Assist various technicians (Hughes, Store Installation Managers, Vendors, Corporate IT Landlords).
  • Review troubleshooting procedures in the Department Wiki and Connections page and verify the most effective procedures are documented. 
  • Create documentation and procedures for review.
  • Provide training and support to Support Analyst I and II, as needed.
Incidental Functions
  • Assist with Change Management preparations and implementations.
  • Assist with other projects as may be required to contribute to the efficiency and effectiveness of the group.
  • Attend meetings in participation with the team.
  • Provide periodic on-call support for store sales events and other related coverage requirements.
  • Edit documentation and procedures on the department forums.
  • Support, mentor and delegate tasks to Support Analyst I and II, as needed.
  • Serve and provide leadership in department assigned projects.
  • Manage complaints in accordance with the practice of the established policy.
  • Some travel as required.
  • Work outside the standard office 7.5 hour workday as required.
Position Requirements
Formal Education & Certification

  • Bachelor's Degree in a related field or equivalent experience.
Knowledge & Experience
  • 2 years of IT experience.
  • 2 years of experience with computer hardware and/or software.
  • 2 years of experience in customer service related work.
  • 2 years of network troubleshooting (LAN/WAN)
  • Proficient hands-on expertise of information technology infrastructure, computer platforms and computer administration.
  • Proficient understanding of computer administration concepts.
  • Proficient understanding of LAN/WAN environment.
  • Proficient understanding of store network connectivity with peripheral devices.
Personal Attributes
  • Proper and comprehensive verbal and written communications.
  • Responsive to new learning opportunities, growth and development of technical, interpersonal and business skills. 
  • Motivated and competent to contribute appropriate time and effort to work assigned.
  • Attentive to detail with focus on accurate results.
  • Organized and able to prioritize tasks.
  • Analytical and problem-solving abilities.
  • Ability to conduct research into Unix/Linux issues and products as appropriate.
  • Strong customer service orientations. 
  • Able to contribute to team effort or individual achievement.
Must be legally authorized to work in country of employment without sponsorship for employment visa status now or in the future.

Equal Opportunity Employer. All qualified candidates 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, creed, citizenship status, marital status, or any other consideration prohibited by law or contract. VEVRAA Federal Contractor requesting priority referral of protected veterans.



Cleveland, OH

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