Regional IT Services Technician

2 weeks ago

Dallas, United States Norm Reeves Auto Group Full time

We are seeking an energetic and world-class communicator to join our expanding TechTeam as a Regional IT Services Technician. In this role, you will provide top-notch technical assistance and support to our growing organization of automotive experts. We are looking for a self-starting team player who brings their technical expertise, exceptional organizational skills, and customer service excellence to support our regional operations. If you are passionate about technology and thrive in a dynamic environment, this is the perfect opportunity for you.Key Responsibilities:Provide fundamental and advanced support for various systems and services, assist with projects, and contribute to engineering exercises that enhance the tech department at dealerships within the region.Utilize excellent troubleshooting skills to evaluate hardware and software, recommend system upgrades and configurations, and support our commitment to continuous improvement.Assist in developing and refining proactive responses to network and security alerts.Participate in projects from start to finish, contributing ideas and leveraging the "Best Idea Wins" philosophy.Handle escalated service desk tickets promptly, ensuring customer satisfaction and empathy.Accurately document time spent on each ticket and support junior technicians when needed, fostering a culture of accountability.Maintain regular follow-ups and updates on ticket status as directed by the Service Desk Manager.Meet or exceed established KPIs, providing relevant feedback to enhance quality and performance.Build positive, professional relationships with coworkers and vendors, treating all stakeholders as top customers.Contribute to reducing trouble tickets by engaging in process improvements, providing candid feedback, and participating in value-added discussions.Assist with national tech team planning across all retail and business coverage areas.Respond promptly to priority and after-hours support needs, ensuring thorough follow-up on all issues.Develop and perform routine maintenance tasks per company policies and procedures.Ensure proper inspection, labeling, and maintenance of all areas and assets as defined by leadership.Strive to achieve and maintain an A+ customer satisfaction rating through technical and professional expertise.Adapt to the flexibility required within a nationally matrixed organization, supporting the development of a tech shared service platform for organizational growth.Work independently and adhere to established TechTeam processes, embodying the Norm Reeves way and company core values.Required Qualifications:Proficient in Microsoft applications, O365, Meraki, Sophos, Freshservice, BeyondTrust, GotoConnect.Automotive DMS experience is a plus.Ability to work independently and as part of a team.Strong communication, organizational, and customer service skills.Self-sufficient, motivated self-starter who can think on their feet and adapt to changing needs.What We Offer:Competitive salary and benefits package.Opportunity for growth within a rapidly expanding organization.Collaborative and supportive work environment.Access to continuous learning and development opportunities.If you are ready to make a significant impact and grow your career in a dynamic, fast-paced environment, we encourage you to apply for the Regional IT Services Technician position today

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