Technical Operations Support Specialist

Summary:

The Maps Global Collections team is currently seeking a versatile individual for the role of Technical Operations Support Specialist, who will play a pivotal part in supporting the Maps data collection systems. This position requires technical acumen, the ability to juggle priorities in a fast-paced environment, and hands-on experience with a variety of systems and troubleshooting methodologies, particularly within macOS and iOS environments.

Responsibilities:

• Drive and organize investigations, ensuring timely completion and alignment with organizational objectives.
• Foster collaboration with cross-functional teams to manage testing activities effectively.
• Provide second-level support for escalated technical issues, resolving them promptly to minimize operational disruptions.
• Triage arising issues in the field, prioritizing them based on urgency and impact on operations.
• Gather and analyze metrics to identify opportunities for improving resource allocation and operational efficiency.
• Utilize hands-on experience to troubleshoot system issues and ensure smooth functionality across all operational systems.

Key Qualifications:

• Excellent troubleshooting skills and familiarity with a variety of systems, ideally both hardware and software.
• 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.
• Comfortable working with services, protocols, and concepts such as SSH, SMB, and VNC.
• Proven ability to meet deadlines without compromising quality.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Detail-oriented with a commitment to accuracy and efficiency.
• Bachelor's degree in a related field or equivalent work experience.
• Comfort with Command Line Interface (CLI) is a plus.
• Experience operating Windows and Linux systems is a plus.
• Basic knowledge of Script, Automator, and Python is a plus.