IT Operation Support

Company Overview:
Req ID: 286860

• NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
• We are currently seeking a IT Operation Support to join our team in Philadelphia, Pennsylvania (US-PA), United States (US).

Job Description:

• In this role you will report to the Manager of IT Support and form part of a dynamic team, responsible for the timely triage, resolution, and escalation of production issues with core Gopuff and BevMo engineering and retail services.
• This role interacts directly with employees at all Gopuff and BevMo locations as well as our corporate staff and acts as the point of escalation to the Engineering team. The ideal candidate will be able to troubleshoot and resolve IT-related issues across the organization efficiently and effectively.
• The required hours of work are 09:00 AM - 18:00 PM ET, Tuesday, Wednesday, Thursday on-site at our Philadelphia HQ. One shift on a weekend day will be required, and one other day per week.

Role Responsibilities:

• Provide a high level of support and customer service to staff throughout Gopuff (from the Executive team to front-line service center associates).
• Assist with implementation of IT Data Security Policies and Procedures.
• Partner with external vendors to support IT data integrity and performance.
• Troubleshoot and resolve remote hardware, software, and network issues.
• Identify, triage, and escalate incidents impacting Gopuff's systems.
• Follow Gopuff's technology delivery practices, standards and project management disciplines, including the implementation of IT Data Security Policies and Procedures.
• Comply with business and disaster recovery runbooks.
• Create and maintain accurate documentation.
• Manage Service Center IT Support
• Facilitate Equipment Inventory and Deployment
• Imaging Macs and PCs for deployment to corporate and field employees
• Workstation and Laptop Support
• Printer and Copier Support
• Mobile Phone and Data Card Device Support
• Other Projects: IT Equipment support for new store installs and existing store remodels.
• Support new system rollouts.

Basic Qualification:

• 1-2 years of IT support experience.
• Experience with Incident Management Platforms (ServiceNow, Zendesk, Freshservice).
• Experience with POS systems (Square, Client Emerald) is a plus.
• Experience with Identity Management Concepts (G Suite, Azure Active Directory, Okta).
• Experience with Software Project Management Platforms (JIRA, Airtable)

Highly Preferred Skills:

• Strong problem-solving skills and customer service experience.
• Experience documenting resolutions for entry to the Knowledge Base.
• Ability to learn and pick up concepts quickly.
• Detail-oriented, aware of secondary effects resulting from changes.
• Experience working both independently or as part of a project group.
• Confidence in making wise decisions on your own within generally defined parameters.
• Adeptness in investigating problems outside your own knowledge area.
• Ability to take initiative and lead projects.
• Must possess a positive and professional attitude.
• Experience working with virtual/remote staff members.

Technical Requirements:

• Knowledge of Windows, Mac, iOS and Android.
• Familiarity with Cloud Environments (Azure, AWS, Meraki).
• Knowledge of core networking concepts (TCP/IP, SD-WAN, VPN).
• Familiarity with Software Engineering Tools (Github, Postman)
• Exposure to Software Engineering Concepts (APIs, Object-oriented programming).
• Understanding of Endpoint Configuration Management Concepts (Intune, JAMF, Kandji).

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. Visit us at us.nttdata.com.

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.