Technical Operation Support

Job Summary

Drive technical investigations and provide second-level support to resolve escalated system issues. Collaborate across teams to manage testing and triage field issues, using data analysis to enhance operational efficiency and resource allocation.

Responsibilities

• Lead and organize technical investigations to ensure timely resolution aligned with business objectives
• Collaborate with cross-functional teams to coordinate and manage testing activities effectively
• Provide second-level support to resolve escalated technical issues promptly, minimizing operational disruptions
• Prioritize and triage field issues based on urgency and operational impact to maintain system stability
• Collect and analyze operational metrics to identify and implement improvements in resource allocation and efficiency
• Apply hands-on troubleshooting skills to diagnose and resolve hardware and software system issues across operational environments

Preferred competencies and qualifications

• Advanced knowledge of macOS and iOS troubleshooting, including hardware/software isolation theory
• Proficiency in network configuration and troubleshooting, including VPN
• Experience running diagnostics and performing firmware updates to resolve hardware/software issues
• Familiarity with services, protocols, and concepts such as SSH, SMB, and VNC
• Comfort with Command Line Interface (CLI)
• Experience operating Windows and Linux systems
• Basic knowledge of AppleScript, Automator, and Python
• Strong organizational skills to prioritize tasks effectively in a dynamic environment
• Strong analytical skills to gather and interpret data for operational improvements
• Excellent troubleshooting skills across hardware and software systems
• Proven ability to meet deadlines without compromising quality
• Excellent communication and interpersonal skills for effective cross-team collaboration
• Detail-oriented with a commitment to accuracy and efficiency