IT Support Specialist

3 weeks ago


Pittsburgh, Pennsylvania, United States Aurora Innovation Full time

About the Role:

Aurora Innovation is seeking a highly skilled Technical Services Representative to join our team. As a Technical Services Representative, you will provide world-class support to our customers, ensuring they receive the assistance they need to resolve technical issues.

Key Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Troubleshoot a wide variety of user issues to resolution.
  • Walk customers through the problem-solving process.
  • Follow up with customers to ensure issues have been resolved.
  • Ensure proper documentation process and solutions to ticketed issues.
  • Assist with on-boarding and off-boarding of employees and contractors (system and account provisioning, etc.).
  • Ensure security and efficiency of IT infrastructure.
  • Develop and maintain departmental documentation.
  • Research and recommend innovative and where possible automated approaches for system administration tasks.
  • Run reports to determine malfunctions that continue to occur.
  • Provide "Smart hands" for various IT organizations as needed (Network/AV, etc.).

Requirements:

  • Exceptional customer service orientation.
  • Proven analytical and problem-solving abilities.
  • 2+ years of experience with various operating systems and hardware platforms including Ubuntu, MacOS, & Windows.
  • Experience with one or more of the following MDM/configuration management tools such as Workspace One, Kandji, Terraform.
  • Experience working with modern Cloud IAAS / PAAS providers including Okta, Atlassian, Google Workspace, Slack.
  • Excellent communication skills and ability to document and explain technical details clearly and concisely.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Patience for dealing with difficult customer-service situations.
  • Proven ability to learn new technologies quickly to a high level of proficiency.
  • Ability to manage multiple tasks concurrently in a fast-paced environment.
  • Proven experience in a heavy customer focus position involving technical knowledge and system troubleshooting.

Preferred Qualifications:

  • Expertise with modern Cloud IAAS / PAAS providers including AWS & GCP.
  • Familiarity with Unix and Windows Shell terminal.
  • Scripting/programming in BASH/Python or other.
  • Bachelor's degree in computer science or a related technical field, or equivalent professional work experience.

About Aurora Innovation:

Aurora Innovation is a leader in the transportation industry, committed to providing safe, efficient, and accessible transportation solutions. We are seeking talented individuals who share our passion for innovation and customer satisfaction.

What We Offer:

  • Competitive hourly wage range of $32.25-$42.00 per hour.
  • Annual bonus and equity compensation opportunities.
  • Comprehensive benefits package, including medical, dental, and vision benefits.
  • Opportunities for professional growth and development.

How to Apply:

If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.



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