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Advanced Technical Support Specialist

2 months ago

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

Due to our remarkable expansion, Automotive Warranty Network, Inc. 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 those 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 resolve technical issues via various communication channels including phone, email, and chat. The ideal individual will possess extensive knowledge to troubleshoot software applications, operating systems, and hardware components. You will be responsible for providing support and guidance to employees, sales teams, warranty administrators, and service professionals across our extensive customer network. We seek a professional who can articulate thoughtful, tailored solutions that empower our clients to progress and enhance their operations. A composed, resilient, and adaptable approach is essential as customer demands and case volumes fluctuate.

EXPERIENCE REQUIRED:

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

QUALIFICATIONS / REQUIRED SKILLS:

  • Post-secondary diploma or degree in computer science or a related field, along with relevant certifications.
  • Proficient in troubleshooting, configuring, and maintaining TCP/IP connectivity.
  • Familiarity with virtualization technologies such as HyperV and/or VMWare.
  • Experience with various VPNs and resolving user connectivity challenges.
  • Hands-on experience with Microsoft Office Suite.
  • Knowledge of Linux (Ubuntu) and command-line interface is advantageous.
  • Strong interpersonal and relationship-building capabilities.
  • Analytical and problem-solving skills.
  • Ability to prioritize and execute tasks effectively in a fast-paced environment.
  • Experience in a collaborative, team-oriented setting.
  • Exceptional customer service skills.
  • Capacity to adapt to frequent procedural changes.
  • Excellent written and verbal communication skills.
  • Ability to present concepts clearly.
  • Meticulous attention to detail.

CORE RESPONSIBILITIES:

  • Collaborate with end users to identify 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 devices.
  • Where applicable, install, configure, test, maintain, monitor, and troubleshoot associated end-user software and networking products.
  • Conduct on-site and remote analysis, diagnosis, and resolution of complex PC issues for various end users, recommending and implementing corrective hardware solutions.
  • Respond to incoming inquiries regarding 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 as necessary.

WORK ENVIRONMENT:

  • On-site work in the U.S.

SCHEDULE:

  • Flexible shift options available.
  • On-call responsibilities may be required.

COMPENSATION AND BENEFITS:

  • Comprehensive health insurance coverage.
  • Dental and vision care provided.
  • 401K plan with company matching.
  • Competitive salary range.

IN SUMMARY:

  • Stable organization with significant growth potential.
  • Commitment to internal promotions.
  • Professional respect and recognition.
  • Supportive work environment.
  • Attractive benefits package.

ABOUT US:

Automotive Warranty Network, Inc. stands as the leading auto warranty claims management firm. As a family-owned entity, we pride ourselves on delivering unparalleled support and recognizing the unique talents of our team members. Our workforce is our most valuable asset, and we strive to provide the best warranty processing services, training, and auditing for our extensive client base.