IT Support Associate

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:

• 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 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.)

• 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

Who you are:

• More than 6 months of experience in a vocational role.

• High school 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

Knowledge:

• Basic technical troubleshooting skills.

• Knowledge of SQL and Excel is essential.

Nice to have:

• Python, C++, and 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 in working with big datasets.

• Process simplification experience.