Sr Technology Support Specialist

Dealership:

L0105 Lithia Home Office

Technology Support Specialist

Position Summary

The Technology Support Specialist is responsible for proactively delivering quality technical support, exceptional customer service and partnership. In addition to troubleshooting and resolving software and hardware incidents, the Specialist will delegate work to, mentor and advise junior tech support workers. The Technology Support Specialist will demonstrate Lithia & Driveway’s mission and core values with humble confidence.

Primary Duties (Responsibilities)

• Deliver innovation through advanced and out of the box designs, system analysis and consultation with system users and management to resolve issues, improve efficiency and promote automation
• Provide friendly, professional onsite and remote technology support throughout the organization, supporting various and ever-changing software and hardware systems
• Provide excellent customer service through timely and courteous, response, troubleshooting and incident resolution  
• Monitor incoming incidents, identify repeatable work to document and delegate to junior team and ensure efficient customer support
• Resolve complex problem management incidents and provide white glove incident response and resolution for organizational leadership
• Mentor, guide, and advise junior team members to ensure efficient incident resolution; provide training on newer systems
• Serve as an escalation point to junior team members as needed to ensure an efficient customer experience
• Conduct periodic training for junior teams related to program, process, software changes and updates
• Manage and resolve major incidents through assessment, coordinating internal and external partners, regular communication with impacted parties, and ensuring timely resolution of outages and degradations
• Collaborate with management and other Tech & Innov teams to resolve errors and unusual items
• Continually review processes and systems to identify and resolve systemic problems and improve process
• Complete short-term technical projects, such as application rollouts and system upgrades, including efficient planning and smooth implementation
• Protect customers and the organization through compliance with established SLA’s/OLA’s and cognizance of TTR/MTTR guidelines and other reporting metrics

Qualifications

     Skills

• Extensive working knowledge of common business software such as Microsoft Office suite and CRM systems
• Extensive working knowledge of computer hardware and components
• Understanding and effective productivity using ITIL practices and principles
• Strong working knowledge of networks, wireless protocols, LAN/WAN, VoIP systems, servers, macOS, MDM systems
• Strong critical thinking, troubleshooting and decision-making skills, especially when a solution is ambiguous
• Excellent communication and interpersonal skills including ability to explain technical concepts, processes, and trouble-shoot issues for non-technical users over the phone and in person
• Exemplary customer service skills, demonstrated through strong customer relationships
• Demonstrated ability to remain calm and de-escalate heated interactions
• Ability to multitask, prioritize tasks effectively, and handle sensitive information with discretion
• Ability to successfully work independently and on a team with a high degree of professionalism and integrity
• Must be available for rotating on-call and after-hours work

    

Education

• High School Diploma or equivalent required
• 4-year degree or equivalent combination of education/training and experience in a related field required

    

     Experience

• 2+ years of successful experience in a hands-on Level 2 ITIL Service Desk or Field Technician role providing tech-related customer service and support via phone and in-person
• 5+ years of successful work experience or equivalent combination of experience, training and supporting a variety of hardware and software systems, including Windows OS, Microsoft Office applications / Office 365
• Experience supporting MacOS/Apple iOS preferred
• Previous experience working in automotive or other large retail environment strongly preferred

     Certifications

• Current CompTIA A+ or Network+, Information Technology Infrastructure Library (ITIL) Foundation certification preferred
• Ability to obtain Microsoft role-based Certification, JAMF, CompTIA series, &a