GEICO is seeking a highly motivated Tech Services Specialist with a passion for customer service to provide direct support for GEICO Tech customers, network connected devices, software, and network systems. You will help drive our insurance business transformation as we transition from a traditional IT model to a tech organization with engineering excellence as its mission, while co-creating the culture of psychological safety and continuous improvement.
Position Description
Our Tech Specialist II is a key member of the engineering staff working on tasks with medium to high complexity with minimal support, including troubleshooting, monitoring business application performance and availability. Our team thrives and succeeds in delivering high quality services in a hyper-growth environment where priorities shift quickly. The ideal candidate coordinates response to Major and Minor Incidents, performs various operational functions, provides excellent customer service, and supports daily job schedules. You may be assigned projects that support GEICO Technology Operations (GTO) and Network Operations Center (NOC) initiatives and must be comfortable working across multiple teams to collaboratively design creative solutions to complex problems.
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Position Responsibilities
As a Tech Specialist II, you will:
• Provide Tier 2 support to incident tickets received from monitoring/alerting systems and end-users
• Coordinate the response to Major Incidents (MI) to ensure a timely restoration of service
• Monitor abnormalities and execute restoration procedures following documented processes
• Perform diagnostics to remediate detected/reported incidents
• Document and improve procedures for use by other members of the Network Operations Center (NOC)
• Support change activities by executing documented procedures
Qualifications
• Experience in Incident Management
• Experience in open-source frameworks
• Experience with AWS, GCP, Azure, or another cloud service
• Experience in a Network Operations Center (NOC), Help Desk, Operations, LAN/Desktop, Application Production Support, or similar environment
• Working knowledge of TCP/IP, networking, and security
• Working knowledge in one or more of the following areas: Windows Servers, UNIX/Linux, Databases (SQL, Oracle, DB2), Mainframe operations, and Networking
• Ability to comprehend and follow documented guidelines and procedures
• Proven analytical and problem-solving skills & the ability to organize and prioritize several tasks at one time
• Familiarity with the ITIL or MOF frameworks is a plus
• Good understanding of Cloud Computing
• Experience with monitoring and assessment tools
• Intermediate PowerShell Scripting skills
• Ability to effectively communicate with end users, peers, and management under stressful conditions
• Excellent verbal and written communication skills are required
• Professional telephone etiquette
• One or more of the following certifications are highly desired:
o CompTIA certifications such as IT Fundamentals, A+, Network+, or Security+
o AWS Certified Cloud Practitioner certification
o Azure Fundamentals (AZ 900) Certification
Experience
• 4+ years of hands-on work experience in computing devices and computer Operating Systems including Windows with UNIX/Linux as a plus
Education
• Bachelor's degree in Computer Science, Information Systems, or equivalent education or work experience
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
Benefits:
As an Associate, you'll enjoy our Total Rewards Program * to help secure your financial future and preserve your health and well-being, including:
- Premier Medical, Dental and Vision Insurance with no waiting period
- Paid Vacation, Sick and Parental Leave
- 401(k) Plan
- Tuition Reimbursement
- Paid Training and Licensures
Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.