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IT Operations Specialist

Ann Arbor, MI

About the Company

At Torc, we have always believed that autonomous vehicle technology will transform how we travel, move freight, and do business.

A leader in autonomous driving since 2007, Torc has spent over a decade commercializing our solutions with experienced partners. Now a part of the Daimler family, we are focused solely on developing software for automated trucks to transform how the world moves freight.

Join us and catapult your career with the company that helped pioneer autonomous technology, and the first AV software company with the vision to partner directly with a truck manufacturer.

Join our IT Operations Teams where you will be supporting and optimizing mission-critical Information Technology (IT) services. This role will maintain critical system patching, provide server and application administration, support mission critical services, and monitor the infrastructure environment for outages and alerts. You will be a service desk escalation resource providing support through Tier 2 IT tickets, offering direct support to users on-site, requiring exceptional customer service skills. This role participates in and owns relevant IT projects driving delivery of exceptional results. As a more experienced Tier 2 support analyst, they help develop the technical skills of Tier 1 teammates and support their continued career growth.

 

What you will do: 

 IT Operations

  • Provide day-to-day service desk support to users on-site
  • Provide Tier 2 escalation support to IT Service Desk associates and tickets
  • Responsible for maintaining the operating system and end-point application patching
  • Manages the IT Mobile Device Management (MDM) solutions (InTune, JAMF, Landscape) including configuration, profile creation, support, and optimization
  • Performs installation, configuration, and maintenance on servers, network equipment, desktops, laptops, mobile devices, audio-visual equipment, and printers
  • Maintains server rooms, Main Distribution Frames and Intermediate Distribution Frames in our locations to provide safe keeping, upgrades, repairs, maintenance, and acts as remote Smart Hands
  • Participate in or own IT projects as a contributor delivering exceptional results on-time and within budget
  • Define, create and optimize IT policy, procedure, and work instructions
  • Responsible for the IT asset management software and its accuracy as an equipment source of truth
  • Monitors the IT environment for alerts and incidents, and resolves or escalates the event as necessary
  • Act as a resource to assist Tier 1 support functions through mentorship, tandem-work, documentation, and presentation
  • Write and troubleshoot basic scripts and consume automation and orchestration tooling
  • Perform potentially service impacting changes after change control review and during off hours as scheduled
  • Provide support across a broad range of IT services by being a well-rounded IT generalist with a good understanding and knowledge base of IT foundational principles
  • Debug, support, and implement mission critical IT services such as: Domain Name System, Dynamic Host Configuration Protocol, Print Servers, Wireless Controllers, Productivity Tooling, and more

 

Other duties as required

  • Support datacenters install and maintenance
  • Occasional travel to support large infrastructure projects or remote site backlog
  • Available rarely for after-hours and/or weekend work supporting projects or incidents

 

 What you will need to Succeed: 

  • Preferred relevant industry standard certifications such as A+, Network+, Apple Certified Support, etc.
  • IT supports experience
  • Proven ability to troubleshoot a variety of common Tier 1 and Tier 2 IT support issues
  • Knowledge of Information Technology Information Library frameworks and methodologies
  • Knowledge of at least one: Microsoft Windows 10, Apple macOS 14, Ubuntu 20.04
  • Experience managing user endpoints through Mobile Device Management or other Universal Configuration Management tools
  • Experience working with virtualization hosts and software overlay
  • Basic knowledge of scripting languages including Bash and PowerShell
  • Basic knowledge of automation tooling including Ansible, Git, GitHub, and CI/CD processes
  • Strong background as an IT Generalist able to support common problems with peripherals, endpoints, desktops, and user connectivity
  • Understanding of IT infrastructure including servers, storage, network, and wireless technology
  • Self-starter able to provide logical solutions in a fast-paced, bleeding edge technology environment
  • Excellent interpersonal, verbal, and written communication skills
  • Keen attention to detail to identify problems and processes that don’t comply with protocol
  • Critical/logical thinking to identify problems and provide solutions to ensure efficiency, safety, and quality.

 

Travel, Training and Safety Requirements

  • Requires appropriate Personal Protective Equipment (PPE) in areas identified through hazard assessment.
  • Requires continuous technical education and training with a passion for knowledge in the field of study to maintain the highest level of knowledge, ingenuity, and creative thinking.

 

Physical Demands

  • Ability to work occasionally in inclement weather/temperature extremes.
  • Ability to be flexible on short notice and may work extended hours/weekends/evenings when project demands.
  • Ability to work and collaborate across locations over different time zones.

 

 

Perks of Being a Full-time Torc’r

Torc cares about our team members and we strive to provide benefits and resources to support their health, work/life balance, and future. Our culture is collaborative, energetic, and team focused. Torc offers:  

  • A competitive compensation package that includes a bonus component and stock options
  • 100% paid medical, dental, and vision premiums for full-time employees  
  • 401K plan with a 6% employer match
  • Flexibility in schedule and generous paid vacation (available immediately after start date)
  • Company-wide holiday office closures
  • AD+D and Life Insurance

At Torc, we’re committed to building a diverse and inclusive workplace. We celebrate the uniqueness of our Torc’rs and do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, or disabilities.

Even if you don’t meet 100% of the qualifications listed for this opportunity, we encourage you to apply. 

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