Associate Engineer - IT Infrastructure Support & Automation

Minimum Qualifications:

To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:

• Associate degree related to Computer Science/Information Systems and 1-2 years of experience OR equivalent technical working experience (minimum 3-4 years)
• Experience in an enterprise IT Operations environment, including:
  • Troubleshooting networking devices/connectivity
  • Administering and troubleshooting enterprise applications
  • Administering and troubleshooting Linux/Windows Servers
• Experience or demonstrated understanding of IT Automation using tools such as Ansible, Puppet, ServiceNow, etc.
• Passion for documenting technical processes
• Customer Service background
• RCA mindset

Note: Candidates may be given a technical assessment test as well

Preferred Qualifications:

Candidates with the following skills will be given preferential consideration:

• Bachelor's degree in Computer Science/Information Systems
• 3+ years of customer-facing support work or technical experience
• Automation and/or development experience, ideally using Ansible
• Experience managing Puppet or Ansible platforms, especially combined with experience building, deploying, and managing applications that run on Kubernetes clusters, ideally Red Hat OpenShift
• Experience with ServiceNow ticket management and reporting
• Experience with troubleshooting Cisco networking devices and software

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program, and more!

World Wide Technology is an Equal Opportunity Employer. We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

Must be located in Costa Rica

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Must be located in Costa Rica

Why WWT?

At World Wide Technology, we work together to make a new world happen.Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test, and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution, and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Internal WWT IT Team, and why join?

The Internal WWT IT team is the backbone of our company's technological infrastructure, ensuring seamless operations and continuous innovation. Our team is dedicated to managing and supporting the company's technological infrastructure, ensuring the smooth operation of hardware, software, networks, and data systems, while providing top-notch technical support to employees.

By joining the Internal WWT IT team, you will play a crucial role in maintaining the efficiency and security of our IT environment, enabling the company to achieve its strategic goals. The Internal IT team offers the opportunity to work in a dynamic and collaborative environment, where your contributions will directly impact the company's success. If you are passionate about technology and eager to take on new challenges, we encourage you to apply and join our team.

Meet the Team

Engineering Support & Automation is a team in the IT Infrastructure and Operations organization that provides advanced tier II support and automation services to our customers, who are mainly other internal IT operational engineering teams (10+). As a team, we strive to automate as much of this support work as we can and value the ability to identify trends through metric analysis and improve processes. The team generates much of its own planned work in this fashion and will regularly engage in project work with other teams when possible. The team (7) currently consists of (6) resources spread across the US.

What will you be doing?

An Associate Engineer's primary focus on the Engineering Support & Automation team is day-to-day advanced support destined for the various internal IT operational engineering teams. This involves a vast range of applications and technologies for which you will be expected to learn over time. Our work requires individuals capable of thinking outside the box to troubleshoot issues and collaborate regularly with other engineering team resources to solve more complicated problems.

It's also our mission to seek out long-term resolutions for repeat issues and to recommend, document, and participate in said resolutions, many of which we will lead and develop. Related to this, we're responsible for infrastructure automation platforms (Ansible & Puppet) and practices to help teams eliminate toil and expand capabilities in Infrastructure and operations.

The position is remote however, this is at the discretion of management, and occasional visits to the office in Maryland Heights, MO, are expected.

Requirements:

• Think creatively and have strong troubleshooting abilities
• A positive customer service attitude
• Perform Root Cause Analysis (RCA) on issues
• Gather, analyze data, and identify trending issues around the products we support using ServiceNow and observability tools like Grafana, Big Panda, Splunk
• Help plan and develop automated solutions based on data trends
• Demonstrate analytical and long-term resolution-oriented problem-solving skills
• Create/modify technical documentation for various systems on a regular basis
• Manage IT Infrastructure Automation platforms - Puppet and Ansible AWX, including administration, lifecycle management, and strategic planning
• Over time, become cross-functional in supporting multiple technologies. Below are some of the common areas we provide advanced support for in Infrastructure & Operations:
• Networking devices & technologies, such as Cisco switches/routers and ISE/DNA
• Linux and Windows OS
• Microsoft enterprise tools, such as Active Directory (AD) and Exchange
• Enterprise Resource Planning (ERP) cloud and database technologies, like Oracle
• IT Service Management applications, specifically ServiceNow
• Infrastructure virtualization technologies, like vSphere
• Integration technologies, such as Globalscape FTP and WebMethods
• Application Development platforms, like GitHub, Kubernetes
• Container technologies, such as Docker, Kubernetes, OpenShift
• Identity & Access Management technologies such as Okta, NetIQ