Technical Solutions Associate
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Technical Solutions Associate
Early career individual contributor who is a 'technical operations analyst in training'. Someone who has apprenticed (early talent) in a technical field with little to no formal training but has received some vocational experience and/or training.
What you’ll do:
- Comfortable with describing the teams' role within a given division and the division's business purpose within Expedia Group
- Assists with issue or incident investigations by gathering and documenting necessary information
- Collects information to understand problems and identify their origin
- Research precedents and known solutions for basic or routine problems
- Assist with quality reporting and feedback
- Provides day-to-day technical support for complicated internal and external systems hardware/software and connectivity issues to mitigate customer impact with a goal of first contact resolution
- Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed
- Provides high-level customer service to inquiries and issues
- Learns/assists to identify or detect a known pattern that is hidden in other distracting material to understand opportunities for improving services and/or products
- Seeks relevant information to ensure own understanding of complex information
- Assists team members in the creation of routine technical communication materials (e.g., policies & procedures, guidelines, presentations, messages)
- Develops an understanding of the different audience groups in the business unit/function that receive technical communications and how they differ from each other
- Can respond to queries promptly via work-approved tools (email, Slack, Excel, etc.)
- Helps coordinate stakeholder input and collaboration efforts when developing solutions to issues
- Learns to think broadly and understand how, why, and when policies/processes are standardised and when they differ across the organisation
- Executes tasks and/or provides data to support the implementation of holistic solutions that forge linkages between structure, people, process and technology
- Applies understanding of fundamental statistical methods to complete basic tasks
- Performs routine responsibilities, gaining depth of knowledge in the functional area
- Feels comfortable reaching out to their immediate team for questions and concerns
Who you are:
- 6+ months of experience in a vocational role
- High School or a related field; or equivalent related professional experience
- Collects information to understand problems and identify their origin
- Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed
- Knows basics about infrastructure services
- Familiar with cloud infrastructure services
- Knows basics about some concepts with systems (e.g. client/server architectures, the purpose of a database, how browsers and applications interact.)
- Has basic familiarity working with observability and operational tools
- Generates reporting and identifies action items
- Uses references for common questions
Knowledge:
- Basic technical troubleshooting skills.
- Knowledge of SQL and Excel are essential.
Nice to have:
- Python, C++, other programming languages
- Querybook, Splunk, Kibana, and Postman
- Scrum/Agile methodologies
- Automation experience, AI
- Understanding of API, XML
- Salesforce, Jira, Confluence
- Analytical skills and proactive, solutions-oriented approach
- Experience on working with big datasets.
- Process simplification experience.
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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