Advanced Technical Support Specialist

2 weeks ago

Englewood, Colorado, United States Automotive Warranty Network Full time
Job Overview

Due to our remarkable expansion, Automotive Warranty Network is seeking a Tier 2 Technical Support Specialist to enhance our support team. This role is primarily on-site, with the flexibility of remote work on designated days. It presents an excellent opportunity for individuals with Tier 1 support experience to elevate their careers within a thriving organization.

POSITION SUMMARY:

The selected candidate will engage with our clientele (end-users) to efficiently address and resolve technical issues via various communication channels including phone, email, and chat. The ideal applicant will possess extensive knowledge to troubleshoot software, Windows, Microsoft Office Suite, Adobe products, and printer-related concerns. The role involves providing assistance and guidance to Automotive Warranty Network employees, sales representatives, warranty administrators, and service professionals throughout our client network. We seek a professional who can articulate tailored solutions that empower our customers to progress and expand their operations. Candidates should demonstrate composure, adaptability, and resilience as customer demands evolve and case volumes fluctuate.

ESSENTIAL EXPERIENCE:

  • Prior experience in a Tier 1 or Tier 2 IT support role.

QUALIFICATIONS / REQUIRED SKILLS:

  • Possession of a college diploma or accredited degree in computer science, along with relevant certifications such as Microsoft Fundamentals or Networking, or equivalent experience of at least 3 years.
  • Proficient in troubleshooting, configuring, and maintaining TCP/IP connectivity.
  • Familiarity with HyperV and/or VMWare technologies.
  • Experience with various VPN types and resolving user connectivity challenges.
  • Solid background with Microsoft IT products.
  • Experience with Linux (Ubuntu) and command-line interface (CLI) is highly advantageous.
  • Strong interpersonal and relationship-building capabilities.
  • Effective problem-solving and analytical skills.
  • Able to prioritize and execute tasks efficiently in a high-pressure setting.
  • Experience in a collaborative, team-oriented environment.
  • Exceptional customer service skills.
  • Ability to thrive in a dynamic environment with frequent procedural changes.
  • Strong written and verbal communication skills.
  • Capability to present ideas clearly.
  • Meticulous attention to detail.

CORE RESPONSIBILITIES:

  • Collaborate with end-users to determine and deliver necessary PC service levels.
  • Support multiple locations utilizing remote management tools.
  • Provide training and assistance to end-users and staff regarding computer operations and related issues.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware and networked peripheral devices.
  • Where applicable, install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking applications.
  • Conduct on-site and remote analysis, diagnosis, and resolution of complex PC issues for diverse end-users, recommending and implementing corrective hardware solutions as needed.
  • Respond to incoming calls, pages, Help Desk tickets, and/or emails concerning PC and hardware problems.
  • Assist in the development and implementation of new computer projects and hardware installations.
  • Communicate with third-party support and PC equipment vendors when necessary.

WORK ENVIRONMENT:

  • On-site work in the U.S.

SCHEDULE:

  • Flexible shift options including 10-hour or 8-hour shifts.
  • On-call responsibilities may be required.

COMPENSATION AND BENEFITS:

  • Comprehensive health insurance coverage for employees.
  • Complimentary dental and vision care for employees.
  • 401K plan with a 6% match available.
  • Competitive salary range of $45k-$65k+ annually.

IN SUMMARY:

  • Established, stable company with significant growth potential.
  • Commitment to internal promotions and career advancement.
  • Professional recognition and respect within the workplace.
  • Positive work environment with excellent benefits.
  • Insights from current staff highlight our supportive culture.

ABOUT US:

Automotive Warranty Network, Inc. is the leading provider of auto warranty claims management services. As a family-owned business, we prioritize exceptional support and value the unique talents of our team members. Our personnel are our greatest asset, and we demonstrate this through our extensive support systems. We have been delivering top-notch warranty processing services, training, and auditing for over 1000 satisfied clients for more than 35 years.

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