Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience.
As a Technology Support I team member in Infrastructure Platforms team, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience.
Job responsibilities
- Troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operations
- Assist in the improvement of operational stability and availability through participation in problem management
- Assist in monitoring production environments for anomalies and address issues using standard observability tools
- Identify and document basic issues and potential solutions for business and technology stakeholders
- Support the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processes.
- Possess good knowledge of physical IT infrastructure, including servers, network, and storage devices.
- Have knowledge in VMware (ESX), Red Hat (Linux), and Microsoft (Windows) operating systems, with root cause analysis skills for server and hardware issues.
- Monitor infrastructure using tools like Netcool and AlertHub, with knowledge of monitoring tool architecture.
- Manage production support issues from start to finish, including troubleshooting and solutions.
- Collaborate with infrastructure, technology, and production management teams to resolve critical issues on priority.
- Maintain documentation of activities, understand ITIL processes, and implement measures to ensure maximum availability and responsiveness of the production environment.
Required qualifications, capabilities, and skills
- Formal training or certification on Technology Support concepts and 2+ years applied experience
- Hands on experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
- Familiarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud
Preferred qualifications, capabilities, and skills
- Exposure to one or more general-purpose programming languages or automation scripting
- Exposure to Information Technology Infrastructure Library (ITIL) framework