WHY WWT?

Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation.  From our world class culture, to our generous benefits, to developing cutting edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers. 

At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 9,000 individuals and closed nearly $17 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the eleventh consecutive year!

ASSOCIATE SYSTEMS ADMINISTRATOR, SUPPORT OPERATIONS

The team: 

Support Operations is a team in the IT Infrastructure and Operations organization that provides advanced tier II support.  Our customers are mainly internal IT operational engineering teams (10+) and our goal is to troubleshoot and resolve their support work if possible before it ever reaches them. As a team, we strive to automate as much of this support work as we can and value the ability to identify trends 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 and (1) resource in Singapore. The bulk of work is done through our ticketing system, ServiceNow. 

The position: 

An Associate Systems Administrator’s primary focus on the Support Operations team is to take on day-to-day advanced support 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. In this role you will be responsible for troubleshooting advanced application/functionality issues. The team consists of resources that are capable of thinking outside the box via troubleshooting and works closely with the engineering 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 take part in said resolutions – many of which we will lead and develop. It is essential to have some Networking and Linux/Windows system administration experience. Automation experience is a plus. It is required that applicants have excellent communication skills as you will communicate via video, chat, and email to stay up to speed with the team on a regular basis.  

RESPONSIBILITIES:

• Must be able to think creatively and have strong troubleshooting abilities 

• A positive customer service attitude 

• Troubleshoot issues occurring within Active Directory (AD), Exchange, O365 and other enterprise level applications 

• Gather, analyze data, and identify trending issues around the products we support 

• Demonstrate analytical and long-term resolution-oriented problem-solving skills 

• Perform Root Cause Analysis (RCA) on issues

• Create/modify technical and procedural documentation for various systems on a regular basis 

• Help plan and develop automated solutions through the AWX platform 

• Over time become cross-functional in multiple technologies, these are the current areas we support: 

• Networking devices & technologies, such as Cisco ISE and DNA 

• Infrastructure and storage technologies, such as NetApp and VMWare 

• Enterprise resource planning and database technologies, like Oracle and others 

• Linux and Windows Servers 

• ServiceNow 

• Integration technologies, such as Globalscape FTP and Webmethods 

• Application platforms, like Cloud Foundry and Kubernetes 

• Automation platforms & technologies, such as AWX, Ansible, Jenkins 

• Identity & access management

 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 experience OR equivalent technical working experience (minimum 2-3 years of technical experience) 

• Experience troubleshooting networking devices and connectivity 

• Experience administering Linux OS, Windows Server or other enterprise applications like Active Directory or Exchange 

• Experience writing knowledge articles and technical documentation 

• Customer Service background

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

PREFERRED QUALIFICATIONS:

Candidates with the below skills will be given preferential consideration: 

• Bachelor’s degree in Computer Science, Math, Statistics or Engineering 

• 3+ years of customer facing support work or technical experience 

• Automation and/or development experience 

• Familiarity with the principles, methods, and techniques used in enterprise level development/automation and administrative software – Linux, Active Directory, PowerShell, SQL, Ansible, AWX platform, ServiceNow 

• Experience with Service Now ticketing and reporting 

• Experience with Cisco networking devices and software 

• Experience with an ERP environment

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider with $17 billion in annual revenue, combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations around the world.

With nearly 9,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 11 years in a row by Fortune and Great Place to Work®️ for its unique blend of determination, innovation and leadership focus on diversity and inclusion.