Sr Technology Support Specialist
Lithia Motors
- Temple Terrace, FL
- Permanent
- Full-time
- Establish relationships with regular visits and reporting cadence to engage with onsite leadership at designated locations.
- Enhance communications and delivery of support through documentation and reporting of current and future trending challenges.
- Actively participate in Problem Management by helping develop problem statements and solutions.
- Perform remote and onsite reconnaissance with creation and maintenance of site-specific technical documentation including but not limited to OEM tools, systems, and services.
- Provide advanced technical support and world class customer service.
- Work on Incident Resolution and Request Fulfillment from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives.
- Respond to inbound customer (LAD employee) calls and make outbound calls to Service Desk on behalf of the customer as needed.
- Perform onsite support services including project consultations and surveys, deskside user support and hardware relocations.
- Provide hands and eyes support to restore services by following instructions provided by the remote team.
- Support Major Incident Command in the timely restoration of services for assigned location(s).
- Support merger & acquisition activities through physical delivery of services to onboard new locations and employees by working alongside other internal and third-party resources.
- Serve as an escalation point to TSO and the broader Technology & Innovation team.
- Identify operational inefficiencies and make improvement recommendations across systems and processes.
- Evaluate, recommend, and coordinate activities requiring dispatch of partner resources for timely resolution.
- Adhere to company policies, standards, and procedures, and enforce them with partner resources.
- Adhere to established SLAs/OLAs and be knowledgeable of other Service Delivery KPIs.
- Understand and support short-term and long-term business goals and objectives.
- Train and mentor peers and Service Desk staff.
- Travel domestically on a regular basis and internationally as needed to fulfill the objectives of this role.
- Perform other duties as assigned by management.
- Bachelor’s degree in related IT discipline preferred.
- AA or BS in Computer Science, or a related field, or equivalent education and or specialized IT certifications.
- Current ITIL Foundation certifications preferred and/or strong knowledge of IT Service Management.
- 8+ years of knowledge or work experience in an IT or computer related environment including hands-on experience as a Service Desk Agent, Call Center Specialist, or Support Analyst, providing Customer Service and support via phone or in person.
- Experience in automotive retail and/or OEM automotive hardware/software preferred.
- Required: advanced skill level with HP, Apple, Cisco, Ricoh hardware products such as PCs, servers, storage devices, networking products, printers, scanners, tablets, smartphones, etc.
- Required: advanced skill level with Windows operating systems
- Preferred: experience with MacOS, iOS, iPadOS, Android, Azure, ServiceNow, Solarwinds, Meraki, Datto (or other RMM tool), Jamf MDM.
- Preferred: knowledge of conferencing technologies such audio and video equipment, multi-function devices
- Presentation skills – hosting and leading remote and in-person meetings with confidence.
- Organizational skills – effective time management, strategic thinking, self-motivation.
- Coaching skills – a team player who helps others succeed.
- Customer service focus – empathize with customer, listen, seek to understand, then react.
- Creativity – find creative solutions to problems that prevent reoccurrences or self-remedied.
- Attention to detail – every interaction is an opportunity to represent the T&I team and must be done with care.
- Sense of urgency – remove technical roadblocks for our customers so they can contribute to our success.
- Critical thinking – identify strengths and weaknesses of alternative solutions, conclusions, or approaches.
- Communication skills – written and oral, able to explain and understand technical challenges.
- Active Listening – listen with intention, read body language, take time to understand the points being made and ask questions as appropriate.
- Does the right thing, takes action, and adapts to change.
- Self-motivates, believes in accountability, focuses on results, makes plans and follows through.
- Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results.
- Thrives on a team, stays positive, lives our values.
- Up to 1/3 of time: standing, walking, lifting up to 25 pounds.
- Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing.
- Competitive pay
- Medical, Dental and Vision Plans
- Paid Holidays & PTO
- Short and Long-Term Disability
- Paid Life Insurance
- 401(k) Retirement Plan
- Employee Stock Purchase Plan
- Lithia Learning Center
- Vehicle Purchase Discounts
- Wellness Programs