Technical Solutions Associate
Early career individual contributor who is a 'technical operations analyst in training'. Someone who has apprenticed (early talent) in a technical field with little to no formal training but has received some vocational experience and/or training.
What you will do:
Comfortable with describing the teams' role within a given division and the divisions business purpose within Expedia Group
Assists with issue or incident investigations by gathering and documenting necessary information
Collects information to understand problems and identify their origin
Research precedents and known solutions for basic or routine problems
Assist with quality reporting and feedback
Provides day-to-day technical support for complicated internal and external systems hardware/software and connectivity issues to mitigate customer impact with a goal of first contact resolution
Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed
Provides high level customer service to inquiries and issues
Learns/assists to identify or detect a known pattern that is hidden in other distracting material to understand opportunities for improving services and/or products
Seeks relevant information to ensure own understanding of complex information
Assists team members in the creation of routine technical communication materials (e.g., policies & procedures, guidelines, presentations, messages)
Develops an understanding of the different audience groups in the business unit/function that receive technical communications and how they differ from each other
Can respond to queries in a prompt fashion via work approved tools (email, Slack, Excel, etc.)
Helps coordinate stakeholder input and collaboration efforts when developing solutions to issues
Learns to think broadly and understand how, why, and when policies/processes are standardised and when they differ across the organisation
Executes tasks and/or provides data to support implementation of holistic solutions that forge linkages between structure, people, process and technology
Applies understanding of fundamental statistical methods to complete basic tasks
Performs routine responsibilities, gaining depth of knowledge in the functional area
Feels comfortable reaching out to their immediate team for questions and concerns
Who you are:
0- 6 months of experience in a vocational role
High School or a related field; or equivalent related professional experience
Collects information to understand problems and identify their origin
Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed
Knows basics about infrastructure services
Familiar with cloud infrastructure services
Knows basics about some concepts with systems (e.g. client/server architectures, the purpose of a database, how browsers and applications interact.)
Has basic familiarity working with observability and operational tools
Generates reporting and identifies action items
Uses references for common questions
Basic technical troubleshooting skills.
Knowledge of SQL and Excel are essential.
Nice to have:
Phyton, C++, other programming languages
Querybook, Splunk, Kibana, and Postman
Scrum/Agile methodologies
Automation experience, AI
Understanding of API, XML
Salesforce, Jira, Confluence
Analytical skills and proactive, solutions-oriented approach
Experience on working with big datasets.
Process simplification experience.