Senior IT Support Analyst

03 May 2024

Vacancy expired!

Woven Planet is building the safest mobility in the world. A subsidiary of Toyota, Woven Planet innovates and invests in new technologies, software, and business models that transform how we live, work and move. With a focus on automated driving, smart cities, robotics and more, we build on Toyota's legacy of trust and safety to deliver mobility solutions for all.

For nearly a century, Toyota has been delivering products and services that improve lives. Automation that originated to increase the efficiency of daily activities has evolved into the safe, reliable, connected automobiles we enjoy and depend on today. Now, we are looking to the next 100 years and to extending that dream for a better life for all people. At Woven Planet we strive to build a safer, happier, more sustainable world.

Our unique global culture weaves modern Silicon Valley innovation and time-tested Japanese quality craftsmanship. The complementary strengths enable us to optimize safety, advance clean energy, elevate well-being, and improve how people live, work, and play. We envision a human-centered future where world-class technology solutions expand global access to mobility, amplify the capabilities of drivers, and empower humanity to thrive.

TEAM

The Woven IT group's mission is to offer a best-in-class IT environment to all Woven Planet business units and enable continued business growth across the organization. As a part of the Woven IT group, our IT Operations team's mission is to proactively support these efforts by continually improving IT and business processes to ensure standards are consistently met across all Woven Planet entities.

Our IT Ops team works on solutions to improve user experience and operational excellence by ensuring current applications and infrastructure run smoothly, continuously automating and optimizing our existing systems and processes, and introducing and integrating new technologies. We enable this by providing Tier 2 support via close collaboration with Woven Planet business units and leveraging appropriate tools and technologies.

WHO ARE WE LOOKING FOR?

We are looking for professionals who are passionate about joining and growing a world-class IT organization. Interest in turning information technology into products and services to further the needs of the business is critical. Ideal candidates should feel comfortable navigating ambiguity, presenting creative ideas and flexible solutions, taking on challenges in a rapidly changing environment, and smoothly integrating into a multinational team as part of a globally-minded corporate culture.

We get excited about engineers who:

- Love learning!

- Enjoy closely collaborating with team members and partners

- Take the initiative to solve problems using a scientific approach

- Have a data-informed decision-making mindset

- Enjoy mentorship and guiding teammates

Responsibilities:
    • Identify and diagnose IT devices/systems issues and problems
    • Categorize and record reported queries and provide solutions
    • Support problem identification
    • Advise users on the appropriate course of action
    • Monitor issues from start to resolution
    • Escalate, if needed, unresolved problems to a higher level of support
    • Provide essential online security advice and support
    • Systematically interprets user problems and identifies solutions and possible side effects
    • Uses experience to address user problems and examines database for potential solutions
    • Escalates complex or unresolved incidents
    • Records and tracks issues from the outset to conclusion
    • During change, systematically respond and react to daily operational needs, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
    • Respond to common requests for service by providing information to enable the fulfillment
    • Promptly allocate resources for unresolved calls as appropriate
    • Maintains records, inform users about processes, and advises relevant persons of actions taken
Minimum Qualifications:
    • Minimum 4 years of IT Support experience required
    • Windows, macOS, or Linux machine administration experience required
    • Knowledge and understanding of ITSM
    • Customer 1st mentality
    • Associate or Bachelor's degree in Computer Science, Information Technology or equivalent work experience
Preferred Qualifications:
    • Experience in a help desk environment supporting corporate applications (e.g. Oracle financials, Concur, SuccessFactors), endpoint management systems (e.g. ServiceNow, Jamf, Intune), and engineering platforms (e.g. Slack, Okta, Azure AD, Google Workspace, Confluence/Jira, Github)
    • Working knowledge of virtualization, Docker, and public cloud (e.g. AWS, Google Cloud Platform, Azure)
    • System administration and IT certifications in Linux, Microsoft, or other network-related fields are a plus
    • Experience with scripting and automation tools
    • ITIL certification is a plus
By submitting your application you agree to the following terms:

https://www.woven-planet.global/careers/privacy-policy

[OUR COMMITMENT]

•We are an equal opportunity employer and value diversity.

•We pledge that any information we receive from candidates will be used ONLY for the purpose of hiring assessment.