Client Support Engineer

Who We Are:
At OPENLANE we make wholesale easy so our customers can be more successful. 
We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.
We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values: 
Driven Waybuilders. We pursue challenges that inspire us to build, create and innovate.
Relentless Curiosity. We seek to understand and improve our customers’ experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Fearless Ownership. We deliver what we promise and learn along the way.

About Our Candidate:

We are looking for a Client Services Liaison who will play a crucial role in providing IT services to the entire KAR Auction Services organization by providing on-site leadership and technical support for our corporate location. The Client Services Liaison will be responsible for but not limited to PC/Laptop installation/repair, local telephony and systems management, asset inventory and customer support through our web-based ticket system. You will have the ability to perform a full range of IT tasks like server administration, administering end-point management desktop tools, maintaining local telephony systems, and providing local desktop and asset inventory support. If you are ready to join a fast-paced company that will both reward and challenge your expertise, then we may be the perfect fit for you.

What you will be doing:

• Actively participating in receiving, troubleshooting, resolving and/or triage and escalation of daily support incidents/requests received via ticketing system
• Managing complex issues through troubleshooting, determining the root cause, developing solutions, and owning the issues through resolution
• Configuration and deployment of Windows 10 and other platforms
• Installation and working knowledge of a variety of software applications
• Managing and supporting Voice/Video collaboration environments
• Managing and/or creating Group Policies in order to provide a secure, stable environment
• Facilitating local processes and/or metrics for monitoring local production servers and validate processes/monitoring is taking place
• Maintaining current and working knowledge of new and emerging technologies
• Customer facing support for up to 200+ employees
• Telephone setup and deployment including moves, adds and changes, as well as, cell phone and mobile device management (iPhones, Smart phones)
• Assisting and conducting project management responsibilities as assigned by Manager
• Availability for on-call support and off-hours maintenance outside of core business hours
• Providing a high level of customer service and satisfaction

What You Need to Be Successful:

• 2+ years of desktop and system administration support experience and proficiency with Microsoft Active Directory and package creation and deployment required
• Basic networking skills required
• Excellent verbal and written communication skills
• Demonstrated ability to maintain self-control while defusing stressful customer situations
• Excellent customer service attitude is extremely important and must be a team player
• Proven trouble-shooting and problem-solving skills
• Excellent working knowledge of Microsoft Windows client environments
• Must have strong working experience with the following: Windows Desktop OS, MS Office applications, MS Windows 2003/2008 Server; Active Directory; TCP/IP/Networking and VPN.  MS Exchange 2000/2003; Cisco Routers and Switches; Mitel/Avaya/Nortel PBX's; SQL 2008; SMS; DNS, DHCP, WINS
• One or more of the following certifications desired: Security+, A+, N+, ITIL foundations certification or ability to obtain certification within 1 year desired
• Bachelor’s Degree in Business, Engineering, Computer Science, Information Systems, or Social Science is preferred

What We Offer: 

• Competitive Salary

• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)

• Immediately vested 401K (US) or RRSP (Canada) with company match 

• Paid Vacation, Personal, and Sick Time

• Paid maternity and paternity leave (US)

• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)

• Robust Employee Assistance Program

• Employer paid Leap into Service Day to volunteer 

• Tuition Reimbursement for eligible programs

• Opportunities