Latitude AI
Enterprise Support ll
Latitude AI, Pittsburgh, Pennsylvania, us, 15289
Latitude AI (lat.ai) is an automated driving technology company developing a hands-free, eyes-off driver assist system for next-generation Ford vehicles at scale. We're driven by the opportunity to reimagine what it's like to drive and make travel safer, less stressful, and more enjoyable for everyone.
When you join the Latitude team, you'll work alongside leading experts across machine learning and robotics, cloud platforms, mapping, sensors and compute systems, test operations, systems and safety engineering -
all dedicated to making a real, positive impact on the driving experience for millions of people.
As a Ford Motor Company subsidiary, we operate independently to develop automated driving technology at the speed of a technology startup. Latitude is headquartered in Pittsburgh with engineering centers in Dearborn, Mich., and Palo Alto, Calif.
Meet the team:
The role will be for a key member within the Enterprise Support team. The support scope of this position includes, but is not limited to G-Suite, MacOS, Linux, iOS, Windows, Okta, Jira, laptops, desktops. This role has the responsibility of imaging, deploying and provisioning assets to end users with the expectation of customer service excellence. This role utilizes advanced troubleshooting skills to collaborate with supporting teams to lead issues to resolution. This role understands trends happening across the support ecosystem to identify large scale issues.
What you'll do:
Support the user community via service desk tickets, walk up, email and chatEnsure that all requests from users are logged and escalation procedures are followed accuratelyManage user accountsManage desktop/software assetsAssist Network Operations team with troubleshooting of network issuesAssist Network Engineering team with deployment of network devicesInstall, move, add and change user desktops, laptops and tabletsIdentify, investigate and research user questions and problems as well as isolate, resolve or escalate information systems problemsInstall and configure Linux desktop computer system hardware and software (including operating system and applications software)Install and configure printers and various network connected equipmentDevelop technical guidelines and document processes for desktop support areaCoordinate special projects and system upgradesBrief customers and/or management on the status of the resolution effortsTake ownership of production related incidents including communications, escalations and follow-up for root cause analysisWork closely with other members of the department on corporate initiativesEnsure that work is carried out within agreed service levels and in accordance with department guidelinesWhat you'll need to succeed:
Proven advanced analytical and problem solving skillsBachelor's degree in Computer Engineering, Computer Science, Electrical Engineering, Robotics or a related field and 2+ years of relevant experience, Master's degree, or PhD2+ years of IT desktop support experience for Apple MacOS, Ubuntu LinuxAdvanced familiarity with G-Suite, Zoom, Slack and other collaboration platformsExperience with automated desktop deployments using modern configuration management systemsAdvanced understanding of Wired and Wireless Networking concepts, general troubleshooting steps and network toolsJIRA, JAMF, Okta, Zoom and Splunk experience is desirableExtensive knowledge of computer hardwareStrong written and verbal communication skillsDemonstrated ability to work independently and multi-task in an environment of changing prioritiesDemonstrated ability to effectively collaborate and coordinate across geographically distributed teamsProven resourcefulness, creativity and troubleshooting skillsExperience working in a fast-paced support roleIP networking and subnetting knowledgeAdvanced knowledge of networking technology and troubleshootingNice to have:
5+ years of overall IT support experienceFamiliarity with ITIL standardsFamiliarities with Microsoft Outlook 365What we offer you:
Competitive compensation packagesHigh-quality individual and family medical, dental, and vision insuranceHealth savings account with available employer matchEmployer-matched 401(k) retirement plan with immediate vestingEmployer-paid group term life insurance and the option to elect voluntary life insurancePaid parental leavePaid medical leaveUnlimited vacation15 paid holidaysComplimentary daily lunches, beverages, and snacks for onsite employeesPre-tax spending accounts for healthcare and dependent care expensesPre-tax commuter benefitsMonthly wellness stipendAdoption/Surrogacy support programBackup child and elder care programProfessional development reimbursementEmployee assistance programDiscounted programs that include legal services, identity theft protection, pet insurance, and moreCompany and team bonding outlets: employee resource groups, quarterly team activity stipend, and wellness initiatives
Learn more about Latitude's team, mission and career opportunities at lat.ai!
The expected base salary range for this full-time position in California is $88,480 - $132,720 USD. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Latitude employees are also eligible to participate in Latitude's annual bonus programs, equity compensation, and generous Company benefits program, subject to eligibility requirements.
Candidates for positions with Latitude AI must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.
When you join the Latitude team, you'll work alongside leading experts across machine learning and robotics, cloud platforms, mapping, sensors and compute systems, test operations, systems and safety engineering -
all dedicated to making a real, positive impact on the driving experience for millions of people.
As a Ford Motor Company subsidiary, we operate independently to develop automated driving technology at the speed of a technology startup. Latitude is headquartered in Pittsburgh with engineering centers in Dearborn, Mich., and Palo Alto, Calif.
Meet the team:
The role will be for a key member within the Enterprise Support team. The support scope of this position includes, but is not limited to G-Suite, MacOS, Linux, iOS, Windows, Okta, Jira, laptops, desktops. This role has the responsibility of imaging, deploying and provisioning assets to end users with the expectation of customer service excellence. This role utilizes advanced troubleshooting skills to collaborate with supporting teams to lead issues to resolution. This role understands trends happening across the support ecosystem to identify large scale issues.
What you'll do:
Support the user community via service desk tickets, walk up, email and chatEnsure that all requests from users are logged and escalation procedures are followed accuratelyManage user accountsManage desktop/software assetsAssist Network Operations team with troubleshooting of network issuesAssist Network Engineering team with deployment of network devicesInstall, move, add and change user desktops, laptops and tabletsIdentify, investigate and research user questions and problems as well as isolate, resolve or escalate information systems problemsInstall and configure Linux desktop computer system hardware and software (including operating system and applications software)Install and configure printers and various network connected equipmentDevelop technical guidelines and document processes for desktop support areaCoordinate special projects and system upgradesBrief customers and/or management on the status of the resolution effortsTake ownership of production related incidents including communications, escalations and follow-up for root cause analysisWork closely with other members of the department on corporate initiativesEnsure that work is carried out within agreed service levels and in accordance with department guidelinesWhat you'll need to succeed:
Proven advanced analytical and problem solving skillsBachelor's degree in Computer Engineering, Computer Science, Electrical Engineering, Robotics or a related field and 2+ years of relevant experience, Master's degree, or PhD2+ years of IT desktop support experience for Apple MacOS, Ubuntu LinuxAdvanced familiarity with G-Suite, Zoom, Slack and other collaboration platformsExperience with automated desktop deployments using modern configuration management systemsAdvanced understanding of Wired and Wireless Networking concepts, general troubleshooting steps and network toolsJIRA, JAMF, Okta, Zoom and Splunk experience is desirableExtensive knowledge of computer hardwareStrong written and verbal communication skillsDemonstrated ability to work independently and multi-task in an environment of changing prioritiesDemonstrated ability to effectively collaborate and coordinate across geographically distributed teamsProven resourcefulness, creativity and troubleshooting skillsExperience working in a fast-paced support roleIP networking and subnetting knowledgeAdvanced knowledge of networking technology and troubleshootingNice to have:
5+ years of overall IT support experienceFamiliarity with ITIL standardsFamiliarities with Microsoft Outlook 365What we offer you:
Competitive compensation packagesHigh-quality individual and family medical, dental, and vision insuranceHealth savings account with available employer matchEmployer-matched 401(k) retirement plan with immediate vestingEmployer-paid group term life insurance and the option to elect voluntary life insurancePaid parental leavePaid medical leaveUnlimited vacation15 paid holidaysComplimentary daily lunches, beverages, and snacks for onsite employeesPre-tax spending accounts for healthcare and dependent care expensesPre-tax commuter benefitsMonthly wellness stipendAdoption/Surrogacy support programBackup child and elder care programProfessional development reimbursementEmployee assistance programDiscounted programs that include legal services, identity theft protection, pet insurance, and moreCompany and team bonding outlets: employee resource groups, quarterly team activity stipend, and wellness initiatives
Learn more about Latitude's team, mission and career opportunities at lat.ai!
The expected base salary range for this full-time position in California is $88,480 - $132,720 USD. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Latitude employees are also eligible to participate in Latitude's annual bonus programs, equity compensation, and generous Company benefits program, subject to eligibility requirements.
Candidates for positions with Latitude AI must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.