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Endpoint Support Lead Technician
4 weeks ago
To be successful in this position, one must be responsible for responding to support issues in a timely manner, delivering stellar deskside support, communicating issue status to internal customers, management and internal support teams, troubleshooting and resolving issues within SLA, as well as effectively serving as primary point of contact for specific departmental project efforts and escalation needs.
What You'll Do
Responsibilities
- Provide single point of contact support for Cox Automotive Executive Team.
- Provide Tier 2-3 fulfillment, troubleshooting and escalations of support requests associated with client systems.
- Recommend solutions and resolve problems associated with requests through a defined escalation process utilizing appropriate processes and internal tools.
- Work directly with end-customers at various levels of the organization, as well as members of internal support groups, to identify, investigate and resolve technical issues.
- Coordinate issue tracking, resolution, and notification.
- Manage ticket entry, escalation, dispatch, reporting as well as monitor appropriate usage by other analysts in the ticketing system.
- Work with the team to ensure team-wide compliance with SLA's within the ticketing system.
- Work effectively and independently on multiple complex activities and projects.
- Work with Desktop Support management to evaluate tactical effectiveness of the team based on ticketing system metrics and reporting.
- Develop and maintain detailed technical support documentation as well as perform internal training to multiple support teams.
- This role may provide guidance and/or coaching to Support Analysts.
- Perform other duties as required.
- Travel to support offsite meetings and customers may be required.
- Install, configure, troubleshoot and packaging of enterprise level and 3rd party applications.
- Support of Dell and Apple computer hardware as well as iOS and Android mobile hardware.
Who You Are
Minimum
- Current (MCTS) certification or (A+) desktop certification.
- Degree in Computer Science or equivalent experience required.
- 5+ yrs Desktop Support in a corporate environment.
- 5+ yrs Remote Support (VPN Connectivity Issues, Routing, etc).
- 5+ yrs Hardware/Software Support and deployment.
- 5+ yrs supporting Enterprise and 3rd party software applications.
- 5+ yrs supporting Active Directory and Group Policy.
- 5+ yrs supporting the Windows and MAC OS X environment.
- Strong Microsoft Office support experience- Office, Teams
- Demonstrable experience supporting iOS and Android based devices
- Excellent oral and written communication skills
- Excellent customer service skills
- Ability to work in a team environment with constantly changing priorities
- Ability to work flexible hours, including possibly evenings and weekends
- Easily adjusts to changing priorities or projects
- Maintains a calm, professional tone when consulting with customers
- Ability to provide technical guidance to a team
- Experience with process improvement initiatives
- Ability to maintain confidentiality
- Ability to communicate with all levels in a professional manner to provide updates, recommendations and resolve issues.
What's In It For You
Here's a sneak peek of the benefits at your disposal as a Cox employee:
- A competitive salary and top-notch bonus/incentive plans.
- Exceptional work-life balance, flexible time-off policies and accommodating work schedules.
- Comprehensive healthcare, with multiple options for individuals and families.
- Generous 401(k) retirement plans with up to 8% company match.
- Mental health support, including counseling and access to virtual wellness resources such as CALM.
- Access to Care.com, with up to 10 days of subsidized care for children, seniors and pets.
Check out all our benefits.
USD 33.99 - 51.01 per hour
Compensation:
Hourly base pay rate is $33.99 - $51.01/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
