Overview:
This new position is a field engineer role created to expand and elevate IT support for dealerships in the Pittsburgh area. The ITS Sr. Technology Support Specialist will serve as a trusted resource for local dealerships, traveling to locations within an hour of Pittsburgh for on-site support, with potential for remote work as needed. This role is pivotal in maintaining high standards of IT support, fostering relationships, and ensuring dealership staff receive proactive, white-glove service.
Responsibilities:
- Serve as the primary field engineer within a team of 20, with monthly site visits spanning multiple dealership locations (3-4 days per month).
- Collaborate with dealership staff to identify and address IT pain points, ensuring seamless daily operations.
- Troubleshoot and triage issues with confidence, taking ownership to route to the appropriate team as needed.
- Provide white-glove support with a hands-on approach, balancing technical troubleshooting with relationship building.
- Conduct proactive health checks at each dealership to prevent issues and elevate support levels.
- Utilize ServiceNow or other ticketing systems to manage project-based and incident-based support requests.
Requirements
- Experience: 5+ years in field support or related IT roles, with prior experience in automotive support highly preferred.
- Education: Degree preferred but not required
- Certifications: ITIL certification is a plus.
- Skills: Strong troubleshooting abilities, excellent communication, customer-focused, and able to work independently.
- Technical Tools: Familiarity with ServiceNow or similar ticketing systems preferred.
