About the Company:
Ouro is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Ouro’s financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.
Ouro's flagship product Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.
Since Ouro's founding in 1999 by industry pioneers Roy and Bertrand Sosa, Ouro products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with regional offices around the world. Learn more at www.ouro.com.
About the role: Senior Technical Support Analyst
We are seeking a highly skilled Senior Technical Support Analyst with a solid understanding of installation, repair and preventative maintenance of servers and edge of network devices (e.g. desktops, laptops, MDM platform, MACs). The ideal candidate will have hands-on experience with AWS and Azure, managing reliable and cost-effective solutions and can assist with the planning, architecture, configuration and deployment of both on-prem, cloud platform assets, and SaaS environments. This is a great opportunity to work on cutting-edge mobile applications that impact thousands of users.
Responsibilities:
Performs the installation, repair and preventative maintenance of servers and edge of network devices (e.g. desktops, laptops, MDM platform, MACs) and related systems while ensuring all processes and procedures take into account company policy / standards and industry best practices. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to servers, desktop or laptop computers, MDM platform, or related peripheral equipment.
Ability to manage projects while overseeing the deployment and integration of solutions to ensure service reliability and performance within a 24x7x365 Corporate services environment
Assist with the planning, architecture, configuration and deployment of both on-prem, cloud platform assets, and SaaS environments
Establish and maintain business contacts with vendors, solution providers and internal customers for support and acquisition of products and services
Participate in the architecture, design and implementation of corporate assets for India, Spain and United States team members
Support existing products and services throughout their life cycle
Identify areas in which automation, product standardization, and consolidation can drive cost-savings for the business
Develop repeatable processes which can be used by the business to streamline and standardize operations across multiple sites
Identify and remediate potential areas of risk to the business as they pertain to computer and systems infrastructure
Proactively identify system faults and potential areas of risk ot the business
Required Skills:
Bachelor’s Degree and 5+ years of experience in an IT Server, Network, and/or PC Support environment, or experience in an IT customer support environment will be considered.
Understanding of DevOps and Site Reliability Engineering (SRE) methodologies and best practices.
Experience working in a 24x7x365 environment, supporting mission-critical systems and ensuring high availability.
Demonstrated experience with AWS and Azure, managing reliable and cost-effective solutions.
Advanced knowledge of Windows operating systems and cross platform integrations.
Working knowledge of information security practices and remediation activities.
Effective communicator able to clearly message management and the team with updates and project deliverables.
Demonstrated experience in effectively working through complex IT projects while focusing on automation and day 2 operations.
Working knowledge of scripting languages, such as PowerShell, Ruby, Perl, etc
Experience working with configuration management software such as Puppet, Ansible, and Terraform