Hardware Technician, Robotics Lab

Welocalize•California (Bay Area), CA

About The Position

This full-time technical support position is responsible for the functionality, configuration, support, maintenance, and availability of the hardware and systems used to deliver Welocalize Testing Services. The technician serves as systems administrator for components including VMware ESXi; Windows and Mac laptops and desktops with remote access; mobile devices in tablet and phone screen sizes; and Welocalize Pantheon. Additional tools and applications may be added in the future. Daily work focuses on keeping systems available on demand for a distributed team of testers, testing project managers, and operations managers. The role responds to issues reported through email, instant messaging, Slack, the service desk, or automated monitors; performs troubleshooting and root-cause analysis; carries out scheduled maintenance, patches, and hot-fixes; and liaises with system suppliers and support teams. The technician also proposes new, replacement, or upgraded systems, including budget, schedule, and risk mitigation, and trains staff on remote and physical devices while preparing reusable self-training materials. Depending on business needs and Testing Team workload, the role may also take on Testing Project Manager responsibilities. These include planning and managing project scope, schedules, and resources; estimating work and timelines while identifying assumptions and dependencies; setting up testing environments; reviewing or creating test cases and scripts; creating dashboards and reports; training and supporting testers; escalating issues; checking tester performance and correcting nonconformances; and preparing client reports and business-review presentations. The balance between technical support and project-management duties may fluctuate, and flexibility is expected. Mid-level testing project managers may also provide escalation support to less experienced project managers, conduct root-cause analysis of quality issues, review and update standard operating procedures, own initiatives in agile sprints that support objectives and key results, and administer cloud platforms and virtualized environments.

Requirements

Be able to reach a specified Welocalize office location within one hour when needed to support hardware systems; some positions may have additional onsite attendance requirements.
Have fluent English writing, speaking, reading, and listening skills.
Have at least two years of work experience in linguistic testing, linguistic review, software testing, product testing, editing, quality control, production process control, or quality engineering.
Be fluent in Atlassian Jira or a similar DevOps or defect-tracking platform, with at least introductory-level system administration skills.

Nice To Haves

Experience in quality assurance or quality control of information assets in a digital workflow is preferred.
Experience with Jira or TestRail is preferred.

Responsibilities

Maintain the functionality, configuration, support, and availability of systems used to deliver testing services.
Administer VMware ESXi, Windows and Mac computers and remote access, mobile devices, and Welocalize Pantheon.
Troubleshoot reported system issues, perform root-cause analysis, and develop solutions.
Perform planned system maintenance, including patches and hot-fixes, and liaise with suppliers and support teams.
Propose new, replacement, or upgraded systems, including budgets, schedules, and risk mitigation.
Train staff in the use of remote and physical devices and publish reusable self-training materials.
Plan project scope, schedules, and resources to deliver testing services without errors or deficiencies.
Estimate scope of work and timelines for future projects, identifying assumptions and dependencies.
Set up and prepare hardware and software testing environments and escalate issues to client contacts.
Review or create test cases and scripts based on project scope and environment.
Create dashboards, trackers, and views to manage production and communicate results to customers.
Deliver project-specific training to testers before project start dates and provide escalation support during active projects.
Manage active project scope, schedules, and resources, and escalate issues and blockers to client contacts.
Conduct bug scrubs, verify testers meet requirements, and take corrective action on nonconformances.
Prepare end-of-testing reports and summary results for client business reviews.
Schedule and facilitate client-facing meetings related to localization testing and validation.
Provide escalation support to less experienced testing project managers on project or systems issues.
Conduct root-cause analysis for quality issues involving projects or testers.
Review and update department-wide standard operating procedures.
Own initiatives in agile sprints that contribute to objectives and key results.
Administer cloud platforms and virtualized environments.