Internal Corporate Engineering Support Technician (New Grad – Fixed Term)
Internal Corporate Engineering Support Technician (New Grad - Fixed Term) - Ann Arbor
This position is based in Ann Arbor, MI. The area: Operations and IT In little more than a decade, Google created one of the world's largest global computing infrastructures for both internal and external use. We built it - and will continue to develop and support it - with the world's most talented administrators. Chances are that we exceed every example of a "large installation" you've encountered in your career as a network, systems or security professional. Using our unique technologies along with open source tools, we keep Google's customer-facing products running, robust and secure. Our objective is to create solutions that allow people to work and communicate in new and innovative ways - giving back to the world's technical community whenever we can. The role: Internal Corporate Engineering Support Technician (New Grad - Fixed Term) Based in Ann Arbor, this 2-year program is an immersion into IT user support at Google. Our support technicians learn what it takes to support and scale Google's internal technology from our infrastructure to the end user. The role is broken into 2 areas: Front-Line Remote Support and Self Service Documentation with Automation. Front-Line Support: At Google we are committed to creating the best internal user support experience. We believe every employee should be able to use the tools and platforms they need to be successful. This unique aspect of our culture will help your technical skills grow in diverse directions. Through email and chat channels, you will be supporting Googlers across the globe on all major desktop and mobile OS's (Linux, Mac, Windows, Chrome OS, Android, iPhone, Blackberry, etc). You'll be working with a sophisticated user base on a variety of technically challenging support cases. You will also act as a liaison between various technical and non-technical groups in support of Google's infrastructure, internal services and products. Self Service Documentation with Automation: As Google continues to grow at a rapid pace, our support efforts need to evolve at scale. In this role you will see new technical problems, as well as common questions, and are encouraged to find innovative ways to provide efficient responses or actions. Superior written communication skills are must, as you develop clear and concise self service documentation for end users. Your creativity will also be put to the test to help identify and automate across the company. Upon successful completion of the 2-year program, you are encouraged to apply for any available permanent position in any of our global offices. Responsibilities: Provide email, chat, and phone support for Linux, Mac and Windows desktops/laptops as well as remote access to the corporate network and applications. Provide support for services such as video conferencing, remote access and new internal products and office phones. Analyze incoming requests and create self-service documentation for Google's internal users and the global support team. Minimum Qualifications: Associate's Degree (in lieu of degree, 2 years of relevant work experience). Preferred Qualifications: 1 years relevant work experience, including demonstrated experience troubleshooting applications in any of the following Operating Systems: Linux, Mac, and Windows; Experience deploying and supporting desktops/laptops, phone systems, video conferencing and various wireless devices. Strong attention to detail, written communication and experience creating clear self-service documentation, a sample will be required during on-site interviews. Understanding of LAN/WAN and mobile computing environments. The ability to adjust quickly to changing priorities and make quick decisions with limited information. Strong organizational, communication, leadership, problem-solving, and customer service skills.