No 3rd parties
No Visa candidates
Description
We are seeking an energetic and world-class communicator who will help our expanding organization provide top notch technical assistance on our TechTeam, supporting a growing and evolving company of automotive experts. We are seeking a self-starting team player who can bring their expertise to the group offering regional support and help. We are seeking an individual with excellent organizational, technical, communication, and customer service skills on the road to the next grandiose thing.
Responsibilities:
- Responsible for fundamental and advanced support as needed on various systems and services as well as assist with projects and engineering exercises moving the needle for the tech department at the dealerships within their region.
- Excellent troubleshooting skills, hardware and software evaluation, and system upgrade and configuration recommendations based on experience furthering our continuous improvement core value.
- Development and honing of our proactive response to network and security alerts promptly.
- Proficient and regular contributions to projects from start to finish with excellent participation skills utilizing the “Best Idea Wins” strategy and verbiage.
- Sensitive to a timely completion of escalated service desk tickets ensuring that customers feel value, satisfaction, and empathy along the way.
- Consistent documentation of time spent on each ticket ensuring that you are contributing at the masterly level aiding other junior tech when needed for unparalleled accountability.
- Able to maintain a regular cadence of follow-up on and updating ticket status as directed by the Service Desk Manager.
- Familiar and able to meet or exceed established KPI’s providing direct and topic appropriate feedback furthering our quality and high achieving ability.
- A positive and professional working relationship with co-workers and vendors alike, treating all as if they were your number one customer.
- Reducing the amount of trouble tickets generated by participating in process improvements, candid and business direct feedback and participating in meetings providing value added dialog for the group's betterment.
- Participates in tech team planning on a national basis in all our retail and business coverage areas.
- Quick and timely response to priority and after-hours support needs for any emergencies that may arise with great follow-up, leaving no stone unturned.
- Teammates with, and in some cases develop new and routine maintenance tasks, in accordance with defined and undefined company policies and procedures as directed by the group’s leadership team.
- All areas defined are correctly inspected, labeled, and maintained in all locations as defined by the group and leadership team, assisting the team with managing inventory and location of key assets.
- Maintain an A+ customer satisfaction rating and strive to exceed customer expectations through technical and professional expertise.
- Responsible Develop and maintain flexibility within a nationally matrixed organization that is working tirelessly to build a tech shared service platform to assist the further growth of the organization, constantly striving for excellence.
- Be self-sufficient, a motivated self-starter, and the ability to work independently, following established TechTeam processes with the ability to think on their feet as the need arises adhering to the Norm Reeves way and the company Core Values as their guidelines.
- CompTIA A+ certified
Proficiencies in the following applications:
- Microsoft applications
- O365
- Meraki
- Sophos
- Freshservice
- BeyondTrust
- GotoConnect
- Automotive DMS experience a plus
