Akamai Technologies, Inc 2019 Spring Co-op - IT Documentation and Training Specialist in Cambridge, Massachusetts

2019 Spring Co-op - IT Documentation and Training Specialist

Cambridge, United States


Oct 03, 2018 Post Date

014474 Requisition #


The Akamai Global Helpdesk provides operational IT support to a community of over 5,000 internal customers (employees) geographically dispersed across the Americas, EMEA, and APJ. Akamai Global Helpdesk staff are experts in creating superior customer experiences both in-person, at one of our 18 Solution Center locations globally, as well as through phone, live chat, ticketing, and employee self-service options. Members of the Akamai Global Helpdesk team embrace the diversity of our organization and work collaboratively with colleagues around the globe to craft solutions that enable Akamai to deliver on our promise to our external customers.

As a Technical Writer, you will be responsible for:

  • Creating and maintaining both internal Akamai Global Helpdesk documentation as well as employee self service documentation

  • Collaborating cross-functionally with other EIS groups on projects and service rollouts to determine knowledge management and Solution Specialist training requirements

  • Providing customer facing support viaa our internal social CRM tool

  • Translating high level technical concepts into easy to understand language

  • Craft communications to the Akamai community regarding service outages, infrastructure maintenance, and upcoming improvements and changes to new and existing IT services

About the Team

The Enterprise Infrastructure Services (EIS) team consists of Platform Engineering, Network Engineering, Telecom Engineering Messaging and Collaboration tools and Architecture. The EIS Architecture team is responsible for the architecture of the network, video and telecom infrastructure that carries our global enterprise traffic, and we are responsible for the security, stability and performance of the corporate network environment.

You will be part of Enterprise Infrastructure Services who support Corporate IT infrastructure. We evaluate, customize, build, and support products and tools to manage IT infrastructure and scale its operations

Required Education and Experience

Applicants must meet one of the following education and experience requirements:

  • 1-2 years of relevant experience in either a Technical Writer or Help Desk / Service Desk role

  • Applicants must be eligible for a full-time co-op and returning to a program of study after completion of the co-op.

Required Skills

  • Excellent written and verbal communication.

  • Strong attention to detail and organization competencies

  • Superior problem solving and analytical skills

  • Intellectual curiosity; a strong desire to learn new things and do so in a fast-paced environment

  • Ability to work both autonomously and collaboratively with colleagues. Must embrace a professional culture centered around feedback

Desired Skills

  • Understanding of Knowledge Management best practice preferred

  • ITIL Foundations experience preferred

  • Familiarity with IT tools and resources

  • Strong technical acumen

  • Previous experience in a customer facing technical support role preferred

About Akamai Technologies

Akamai secures and delivers digital experiences for the world's largest companies. Akamai's intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure. Top brands globally rely on Akamai to help them realize competitive advantage through agile solutions that extend the power of their multi-cloud architectures. Akamai keeps decisions, apps and experiences closer to users than anyone - and attacks and threats far away. Akamai's portfolio of edge security, web and mobile performance, enterprise access and video delivery solutions is supported by unmatches customer service, analytics and 24/7/365 monitoring. To learn how Akamai is shaping the future of digital transformation, visitwww.akamai.comand follow @Akamaijobs onTwitter,Facebook,LinkedInandInstagram.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer. If you'd like more information about EEO rights under United States law, please clickhere.

Akamai Technologies is an Affirmative Action, Equal Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status.