IT Support Specialist
Aurora Innovation - Pittsburgh, PA
posted 3 months ago
About the position
Aurora (Nasdaq: AUR) is at the forefront of self-driving technology, aiming to enhance transportation safety, accessibility, and efficiency. The Aurora Driver is a versatile self-driving system that operates various vehicle types, from freight-hauling semi-trucks to ride-hailing passenger vehicles. This technology supports Aurora Horizon and Aurora Connect, which are driver-as-a-service products tailored for trucking and ride-hailing. Collaborating with industry leaders such as Toyota, FedEx, and Uber, Aurora is committed to delivering innovative solutions across the transportation ecosystem. We are currently seeking a Support Specialist to join our Technical Services team. This role is pivotal in providing world-class, individualized support to our enterprise. The ideal candidate will thrive in a fast-paced environment, demonstrating autonomy while valuing teamwork. As a Support Specialist, you will embody a customer-obsessed mindset, approaching each interaction with empathy and a commitment to resolving issues efficiently. Your technical troubleshooting skills and critical thinking will be essential in addressing user issues and managing small projects. In this position, you will be responsible for providing technical assistance and support for incoming queries related to computer systems, software, and hardware. You will troubleshoot a wide variety of user issues, guide customers through the problem-solving process, and ensure proper documentation of solutions. Additionally, you will assist with the onboarding and offboarding of employees, maintain departmental documentation, and research innovative approaches for system administration tasks. Your role will also involve running reports to identify recurring malfunctions and providing support for various IT organizations as needed.
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 onboarding and offboarding 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 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.
- Expertise with modern Cloud IAAS / PAAS providers including AWS & GCP.
- Familiarity with Unix and Windows Shell terminal.
- Scripting/programming in BASH/Python or other languages.
- Bachelor's degree in computer science or a related technical field, or equivalent professional work experience.
Nice-to-haves
- Experience with additional MDM/configuration management tools.
- Familiarity with advanced scripting techniques.
- Knowledge of network troubleshooting and support.
Benefits
- Competitive compensation
- Equity Incentive Program
- Top of the line healthcare programs and access to life insurance, AD&D, and disability support
- Reasonable time off policy
- 401(k) program
- Various paid leave options including parental, medical, and personal
- Employee wellness programs
- Mental health support through EAP
- Discount programs and perks
