Sr Technology Support Specialist

Lithia Motors

  • Temple Terrace, FL
  • Permanent
  • Full-time
  • 14 days ago
Dealership: L0105 Lithia Home OfficeSr. Technology Support Specialist – RegionalThe Technology Service Operations (TSO) group follows ITIL methodologies, which is the approach of IT governance, defining best practices and roles, along with the highest possible customer satisfaction, to achieve the organizational goals.The position is mainly responsible for providing excellent customer service and technical support to all customers of the organization, by acting as a regional subject matter expert and representing the wider Technology & Innovation (T&I) team, within but not limited to the assigned regions. This involves frequent site visits, communication and face-to-face interaction with onsite leadership and other Lithia & Driveway (LAD) personnel, vendors, and other external resources. The role also involves working in a service delivery environment, proactively identifying underlying process and technical problems, troubleshooting software and hardware issues, performing break/fix or Move/Add/Change/Delete (MACD) tasks, and processing tickets. Communication, customer service, analytical mindset, attention to detail, and organizational skills are crucial to the success of this role. This is not a remote role, and it requires working from a designated LAD location unless scheduled or requested to be at another location.The Sr. Technology Support Specialist – Regional role reports to the ITS Support Supervisor in TSO.Responsibilities
  • 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.
Skills and QualificationsThe following knowledge, skills and abilities are needed to be successful in this position:
  • 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.
Competencies
  • 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.
Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*
  • Up to 1/3 of time: standing, walking, lifting up to 25 pounds.
  • Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing.
*Reasonable accommodations may be made to enable individuals to perform the essential functions.NOTE: This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.We offer best in class industry benefits:
  • 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
High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver's license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Lithia Motors