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Technical Support Associate
2 months ago
Position Overview:
As a vital member of our technical support division, you will be tasked with delivering outstanding customer service while addressing intricate technical challenges. Your role will involve evaluating and diagnosing issues, escalating them when required, and keeping abreast of advancements in the industry. This position demands excellent analytical skills, negotiation expertise, and the ability to set a positive example for others.
Key Responsibilities:
- Maintain comprehensive records of all activities using a ticketing system and communicate effectively with clients regarding the status of their issues.
- Analyze and resolve technical problems utilizing extensive knowledge and critical thinking to ensure prompt solutions.
- Offer assistance to clients in navigating complex technical difficulties.
- Remain knowledgeable about case resolution protocols and policies.
- Participate in training sessions to enhance technical capabilities and stay updated with industry trends.
- Provide exceptional remote support services and troubleshooting assistance.
- Collaborate with colleagues and provide support as necessary.
- Execute additional responsibilities as assigned in a dynamic work environment.
Qualifications:
- Required: CCNA Certification or equivalent experience, with a minimum of 1 year in core network infrastructure.
- Proficiency in Cisco command line operations.
- Understanding of WAN connectivity concepts, including T1, VPNs, and MPLS.
- Familiarity with LAN connectivity hardware and routing technologies.
- Experience in user support within a technical setting.
- Strong customer service, analytical, and negotiation skills.
- Associate Degree or equivalent experience.
- Working knowledge of PC hardware, software, and mobile devices.
- Experience with ticketing systems and Unix/Linux.
- Familiarity with wireless infrastructure troubleshooting and Fortigate devices.
- Exposure to SDWAN technologies and the automotive sector is advantageous.
Compensation: $27.00/hr - $29.00/hr
CDK Global is committed to equitable compensation practices based on skills, experience, and certifications. Total compensation includes annual performance bonuses, benefits, and incentive plans. We provide medical, dental, and vision benefits, Paid Time Off, a 401K Matching Program, and Tuition Reimbursement.
