Senior Associate, Tech Operations
Core
Provide onsite customer support and technology operations for a geographically dispersed enterprise workforce, focusing on end-user support, incident management, and laptop/desktop device support.
Role type
Senior Associate, Tech Operations (IT Support & Operations)
Builds
Operational reliability and seamless customer experiences for enterprise users
Domain
Enterprise IT Operations / End-User Computing
Deliverable
client delivery
Required skills
Incident management, change management, problem management, knowledge management, endpoint management, networking fundamentals (DNS, DHCP, TCP/IP), scripting (PowerShell, Python, Bash), laptop support (Windows, Mac, Mobile)
Preferred skills
Process management (change, incident, problem), CMDB management, cloud-based productivity tools, virtualization technologies, IT project management, support metrics tracking
Technologies
AWS, GCP, Azure, VMware, PowerShell, Python, Bash
Responsibilities
Monitor systems, alerts, and dashboards to identify potential incidents; Document recurring issues, resolutions, and troubleshooting steps in knowledge base articles and standard operating procedures; Provide technology support operations including end user support, IT incident management, change management, problem management, knowledge management, endpoint management, and business controls; Resolve internal users' technical issues with a heavy focus on laptop support
Seniority
Senior, hands-on IC