Regional IT Service Technician
On-sitePort Charlotte, Florida, United States
Job Summary
Provide fundamental and advanced technical support for regional automotive dealerships, managing hardware, software, and system upgrades while responding to priority and after-hours emergency tickets. Collaborate within a matrixed organization to develop proactive network security alerts, refine service desk processes, and reduce trouble tickets through business-focused feedback and process improvements. Ensure all IT closets and equipment are regularly inspected, labeled, and maintained across locations, while maintaining customer satisfaction ratings at or above established KPI benchmarks. Contribute to national TechTeam planning and assist teammates with routine maintenance tasks in accordance with defined policies.
Required Qualifications
- Proficient in Microsoft applications
- Proficient in O365
- Proficient in Meraki
- Proficient in Sophos
- Proficient in Freshservice
- Proficient in BeyondTrust
- Proficient in GotoConnect
- Excellent troubleshooting skills
- Hardware and software knowledge
- Systems upgrade and configuration recommendations based on experience
- Excellent organizational skills
- Technical skills
- Communication skills
- Customer service skills
- Self-starting
- Team player
- Regional IT support and assistance capability
- Quick and timely response to priority and after-hours support needs
- Thorough troubleshooting practices
- Timely escalation capability
- Excellent follow-up capability
- Competent and sensitive to timely completion of escalated service desk tickets
- Ability to meet or exceed established KPI benchmarks
- Ability to provide direct and topic appropriate feedback
- Positive and professional working relationship with co-workers and vendors
- Customer service excellence
- Ability to participate in process improvements
- Ability to provide candid and business focused feedback
- Ability to participate in meetings providing value added dialog
- Ability to participate in TechTeam planning on a national basis
- Ability to develop new and routine maintenance tasks
- Ability to ensure IT closets and equipment are regularly inspected, labeled, and maintained
- Ability to manage inventory and location of key assets
- Ability to establish and maintain a customer satisfaction rating at or above KPI benchmarks
- Technical expertise
- Professional expertise
Desired Qualifications
- Automotive DMS experience
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