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Role Purpose

The IT Global Network Services Intern will support the GNS Operations Team in maintaining accurate documentation, assisting with the creation and update of Standard Operating Procedures (SOPs), and helping organize operational knowledge related to global network services. This internship is designed for a student who is interested in network operations, IT infrastructure, process improvement, and emerging technologies such as AI.

The intern will work closely with network analysts and engineers to document recurring operational activities, support reporting and coordination tasks, and contribute to improving team efficiency through structured documentation and basic analysis. The role is intended for someone with foundational technical knowledge, strong attention to detail, and professional maturity appropriate for handling operational information under supervision.

Responsibilities

• Assist in documenting operational procedures, workflows, and recurring tasks performed by the GNS Team.
• Support the creation, formatting, review, and maintenance of Standard Operating Procedures (SOPs), work instructions, and knowledge base articles.
• Help inventory and organize network-related documentation, including escalation paths, support contacts, maintenance procedures, and operational checklists.
• Collaborate with team members to capture current-state processes and identify documentation gaps.
• Support updates to internal documentation repositories to ensure information is accurate, consistent, and easy to access.
• Assist in preparing operational reports, status summaries, and meeting notes for internal team use.
• Help track routine operational activities such as incident trends, maintenance schedules, ticket categories, and recurring issues.
• Provide administrative and analytical support for service requests, incident follow-up, and problem management documentation under supervision.
• Participate in reviewing network monitoring outputs and assist in summarizing alerts, recurring events, and common operational patterns.
• Support the team in creating simple process maps, flowcharts, and visual guides for operational procedures.
• Assist with data gathering for KPI, SLA, and operational performance reporting.
• Help standardize document templates, naming conventions, and version control practices across team documentation.
• Participate in team meetings, operational handovers, and knowledge-sharing sessions to improve understanding of network operations processes.
• Assist in testing documented procedures for clarity and usability, ensuring SOPs are practical for day-to-day operations.
• Support low-risk operational improvement initiatives such as documentation clean-up, checklist updates, and dashboard/report preparation.
• Explore and propose practical ways AI tools may support GNS, such as:
• improving SOP drafting and summarization,
• organizing knowledge base content,
• identifying recurring incident patterns,
• assisting with ticket categorization,
• generating documentation outlines or process summaries.
• Conduct basic research on AI use cases relevant to network operations and present findings or recommendations to the team.

Experiences/Education - Required

• Currently pursuing a degree or diploma in Information Technology, Computer Science, Network Engineering, Information Systems, or a related field.
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, VPN, LAN/WAN, routing, and switching.
• Strong written communication skills with the ability to produce clear, organized, and accurate documentation.
• Good attention to detail and ability to follow established processes.
• Basic proficiency in Microsoft Office, especially Word, Excel, PowerPoint, and shared documentation tools.
• Ability to manage multiple assigned tasks and meet deadlines in a structured team environment.
• Willingness to learn IT operational processes, documentation standards, and enterprise support practices.
• Professional attitude, reliability, and ability to handle information with discretion.
• Ability to work collaboratively with technical and non-technical stakeholders.
• Interest in network operations and IT infrastructure support.

Work Experience desired

• Exposure to network monitoring tools, service management platforms, or ticketing systems.
• Familiarity with documentation platforms such as SharePoint, or similar knowledge management tools.
• Basic experience with data analysis, spreadsheets, dashboards, or reporting.
• Understanding of ITIL concepts such as incident management, change management, and problem management.
• Experience creating technical documentation, process flow diagrams, or user guides.
• Interest in process improvement, operational efficiency, and service quality.
• Exposure to AI tools or strong interest in applying AI to IT operations, knowledge management, reporting, or workflow optimization.
• Curiosity about how AI can be used responsibly to support network operations while maintaining security, accuracy, and human oversight.
• Previous internship, academic project, or coursework related to networking, IT support, systems administration, or infrastructure operations is a plus.

Key Skills

• Technical documentation
• SOP development and maintenance
• Process mapping
• Basic network fundamentals
• Analytical thinking
• Attention to detail
• Information organization
• Written and verbal communication
• Collaboration and teamwork
• Time management
• Reporting and data tracking
• Problem-solving
• MS Office Workspace
• Knowledge base management
• Continuous learning mindset
• Professional maturity and accountability
• Basic AI awareness and curiosity for IT operations use cases