The Role...
What you'll do...
Documents all work via a ticketing system, sets resolution time lines with customers, and keeps customers updated on the status of their requests.
Assesses issues and troubleshoots using technical knowledge and problem-solving skills to establish a course of action, assuring a timely resolution to customer inquiries.
Must be able to direct and guide customers through resolution of complex technical issues.
Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps.
Applies knowledge of CDK case resolution process, policies, and escalation methodology.
Attends training courses as required and stays abreast of evolving technical, internal processes, and industry developments.
Provides phenomenal customer service and remote support services and applies problem solving skills.
Works within a tight team environment and willingly assists team members as needed.
Provides other ad hoc support and duties as assigned.
Works in a fast-paced environment with competing priorities.
What you'll bring...
CCNA Certification or equivalent experience required : Work experience designing, installing or supporting core network infrastructure (routers, switches, wireless) for 1+years.
Strong Cisco command line knowledge.
Understanding of WAN connectivity concepts (T1, VPNs, MPLS etc.).
Understanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP.
1 year of user support or implementation experience within a technical support organization or field service organization.
Excellent customer service skills via phone and chat.
Strong problem-solving ability.
Strong negotiation skills.
Proven ability to lead by example and affect a positive change among peers.
Associate Degree or commensurate experience.
1-2 years of technical support experience with client contact.
Knowledge of PC hardware and software and mobile devices (Smartphones / iPads).
Experience using a ticketing system such as Clarify, Remedy, or Footprints.
Knowledge of Unix / Linux.
Troubleshooting knowledge of wireless infrastructure.
Experience managing and troubleshooting Fortigate filtering devices.
Experience with VeloCloud or other SDWAN technologies.
Automotive industry experience a plus.
Compensation Range : $27.00 / hr - $29.00 / hr
CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.
The total compensation package for this position may also include annual performance bonus, benefits and / or other applicable incentive compensation plans.
We offer Medical, dental, and vision benefits in addition to :
Paid Time Off (PTO)
401K Matching Program
Tuition Reimbursement
Assoc Technical Support Analyst - Network
Assesses issues and troubleshoots using technical knowledge and problem-solving skills to establish a course of action, assuring a timely resolution to customer inquiries. Must be able to direct and guide customers through resolution of complex technical issues. Attends training courses as required ...
Power BI and Dynamics 365 Technical Support and Data Analyst
Power BI and Dynamics 365 Technical Support and Data Analyst. The Power BI and Dynamics 365 Technical Support and Data Analyst serves as the data lead for the organization and is responsible for defining the requirements, metrics, tables, and reports. The Data Analyst will lead the implementation of...
Business Analyst - SDLC - WFH
The Business Analyst role must build, demonstrate, and maintain a detailed knowledge of the business functions, processes, and controls in place within the assigned area of responsibility from an end-user point of view and must be able to bridge business needs with system capabilities needed to supp...
Desktop Support Specialist
Desktop Support Specialist I (DSS I). Desktop support specialists are expected to provide an excellent end user experience, which includes resolving potential or actual technical issues. Additionally, desktop support specialists configure computer systems according to company policies. Deliver suppo...
Technical Support Engineer - Fully Remote
The Property Systems Technical Engineer assume responsibility in either support or project engineering roles. Those include incident management tasks and ITIL best practices for Property Systems Technical Engineers allocated to support and project specific tasks and runbook implementation for those ...
Onsite Desktop Support Engineer
The Onsite Desktop Support Technician role is to provide a single point of contact for local office end users to receive support and maintenance within the organization's desktop and laptop computing environment. Proven work experience as a Desktop Support Engineer, Technical Support Engineer or...
Technical and Desktop Support Specialist
Frost Brown Todd LLP, a national law firm of 1000+ legal and business professionals in seventeen markets, is currently searching for a Technical & Desktop Support Specialist to join our Cincinnati Office. Working closely with other members of the Applications and Support teams to resolve technic...
Technical Support Specialist
A Technical Support Specialist, L1 is rewarding and exciting as you will collaborate directly with a variety of Provider office staff to resolve device issues, while providing exceptional customer experience. Ongoing daily outreach to customers to provide level one technical support. ...
Technical Support Specialist
Cincinnati, Ohio to become experts on our software and resolve customer issues as part of our Product Support department. Since 2012, LCS has been consistently recognized as a Top Workplace with a supportive culture that fosters collaboration and authenticity. Our high-tech office is designed to sup...
IT Support Specialist
In addition to their day to day support activities the selected candidate will assist the team in identifying areas of improvement when it comes to issue resolution processes, documentation, among other areas to assure the team continues to provide efficient, effective, and best of class support to ...