Regional IT Support Specialist

Job Summary:
The CAR Group is a growing and evolving company of automotive experts, and they are seeking a Regional IT Support Specialist to provide top-notch technical assistance. The role involves engaging with a matrixed organization to deliver IT support, troubleshoot issues, and contribute to projects that enhance the TechTeam's operations.
Responsibilities:
• Engage and collaborate within a nationally matrixed organization that is working tirelessly to build a technology focused, shared services platform to assist the further growth of the organization, continually striving for excellence.
• Be responsible for fundamental and advanced support as needed on various systems and services as well as assist with projects and engineering endeavors moving the needle for the TechTeam at the dealerships within their region.
• Bring excellent troubleshooting skills, hardware and software knowledge, and systems upgrade and configuration recommendations based on experience furthering our continuous improvement core value.
• Provide a quick and timely response to priority and after-hours support needs for any emergencies that may arise utilizing thorough troubleshooting practices, timely escalation, and excellent follow-up.
• Participate and assist with the development and refining of our proactive response to network and security alerts.
• Provide proficient and regular contributions to projects from start to finish with excellent participation skills utilizing the “Best Idea Wins” strategy.
• Competent and sensitive to timely completion of escalated service desk tickets ensuring that customers feel value, satisfaction, and empathy along the way.
• Maintain a regular cadence of follow-up on and updates to ticket statuses as directed by the Service Desk Manager.
• Be familiar and able to meet or exceed established KPI benchmarks, providing direct and topic appropriate feedback furthering our quality and high achieving ability.
• Maintain a positive and professional working relationship with co-workers and vendors alike, treating all with customer service excellence.
• Assist the team with reducing the amount of trouble tickets generated by participating in process improvements, candid and business focused feedback and participating in meetings providing value added dialog practicing the company’s core values.
• Assist with and participate in TechTeam planning on a national basis in all our retail and business coverage areas.
• Assist teammates with, and in some cases develop new and routine maintenance tasks, in accordance with defined and undefined company policies and procedures as directed by the group’s leadership team.
• Ensure that all IT closets and equipment are regularly inspected, labeled, and maintained in all locations as defined by the group and leadership team, assisting the team with managing inventory and location of key assets.
• Establish and maintain a customer satisfaction rating at or above KPI benchmarks and strive to exceed customer expectations through technical and professional expertise to deliver the TechTeam’s “Wow!” factor.
Qualifications:
Required:
• Energetic, motivated, and positive attitude
• Excellent organizational skills
• Strong technical skills
• Excellent communication skills
• Strong customer service skills
• Ability to engage and collaborate within a nationally matrixed organization
• Experience providing fundamental and advanced support on various systems and services
• Excellent troubleshooting skills
• Knowledge of hardware and software
• Experience with systems upgrade and configuration recommendations
• Ability to provide quick and timely response to priority and after-hours support needs
• Experience with troubleshooting practices and timely escalation
• Ability to participate and assist with the development of proactive responses to network and security alerts
• Proficient contributions to projects from start to finish
• Ability to maintain timely completion of escalated service desk tickets
• Ability to maintain a regular cadence of follow-up on ticket statuses
• Familiarity with established KPI benchmarks
• Ability to maintain positive and professional working relationships with co-workers and vendors
• Participation in process improvements to reduce trouble tickets
• Participation in TechTeam planning on a national basis
• Ability to assist teammates with developing 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
Company:
The CAR Group (Norm Reeves Dealerships) provides a supportive environment where team members can thrive both personally and professionally. Founded in 1963, the company is headquartered in Huntington Beach, USA, with a team of 1001-5000 employees. The company is currently Late Stage.