IT Support Technician

Position Description :

The IT Support Technician is responsible to proactively provide remote and on-site customer support and services to the ATD locations and facilities.

The role is responsible to respond to the customers by conducting field visits, analyzing and clarifying queries by conducting research and troubleshooting the issues.

The Field Support Engineer ensures that all of the organization's departmental goals have been met or exceeded by maintaining high levels of customer satisfaction.

Responsibilities :

Providing comprehensive on-site support, which encompasses a wide spectrum of responsibilities. This includes promptly identifying faults across various domains, including hardware, software, configuration, networking, and addressing any other localized issues that might arise.

By being physically present at the sites, you ensure that technical problems are effectively diagnosed and resolved in a hands-on manner

• Maintaining an accurate and up-to-date inventory of all equipment, software, data circuits, and telephone numbers for each site in the corporate tool
• Managing and archiving all relevant drawings for each site, spanning from building layouts to IT infrastructure and other areas
• Developing tailored emergency service plans to outline the steps and resources required to address critical issues swiftly, minimizing downtime and disruptions to operations
• Process Improvement Recommendations : Your expertise plays a significant role in enhancing customer service and sales goals.

Regularly analyzing existing processes and suggesting improvements demonstrates your commitment to optimizing service delivery and customer satisfaction

• Timely issue resolution by analyzing issues and formulating resolutions promptly
• Planning and executing customer support-related training sessions for field staff to knowledge transfer and skill development of onsite staff
• Educating customers about product operation and maintenance procedures is an essential aspect of ensuring their long-term satisfaction.

Your guidance helps them make the most of the products and services we have invested in

• Collaborate effectively with on-site contractors to ensure facility support when necessary. This coordination ensures that your distribution center receives comprehensive support, addressing not only technical issues but also facility-related concerns
• Overseeing product installations, repairs, and maintenance activities when required underscores your commitment to quality control and service excellence
• Complete service orders and service reports in a timely manner
• Closely monitor the resolution status and timeframes of issues to ensure that customer needs are met promptly
• Serving as the main point of contact for customer complaints, inquiries, and issues
• Updating technical manuals and reference guides with the latest product updates and developments highlights your commitment to knowledge dissemination
• Remain consistently informed about the latest trends and advancements within the industry. This involves staying current with new technologies, emerging practices, and evolving market dynamics to ensure your expertise remains cutting-edge

What you Bring to the Table :

• A BS in Computer Science or a closely related discipline, or equivalent experience
• 5 or more years of overall experience in End User Computing, network, or equivalent area
• Possess understanding in the areas of basic network cabling and network design
• Understand basic information technologies and wireless system architectures
• Knowledge of iPhones & iPads
• Experience with Microsoft Exchange Server Online, Microsoft SharePoint and Microsoft SQL server
• Experience with Teams, OneDrive, Windows 10, Office 365
• Knowledge of Active Directory, LDAP, DNS, DHCP
• Experience with ServiceNow
• Experience with Okta
• Experience with Cisco, Meraki, OpenGear, and Cradlepoint
• Ability to be proactive, creative problem solver and work well under pressure
• Excellent verbal and written communication skills
• US Travel 50-75% required
• Plan and Execute for Success : Identify and address root causes when solving problems
• Work collaboratively with other departments and functional teams to coordinate effective solutions
• Act Collaboratively : Communicate effectively across teams, functions and departments
• Communicate Effectively : Communicate clearly and concisely and adjust communication style to improve performance
• Demonstrate Respect : Handle all business matters ethically and in full compliance with American Tire Distributors Code of Conduct
• Be Accountable for Results : Assume full responsibility for the consequences of one’s behaviors, decisions and results
• Knowledge of current materials, methods, technology and practices of the Company
• Plans and Aligns : Plans and prioritizes work to meet commitments aligned with organizational goals. Outlines clear plans that put actions in a logical sequence;

conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work

Decision Quality : Makes good and timely decisions that keep the organization moving forward. Knows when to act independently and when to escalate issues.

Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions

• Situational Adaptability : Adapts approach and demeanor in real time to match the shifting demands of different situations.
• Sees even subtle cues to adapt; deploys a wide range of behaviors to stay effective. Exemplifies flexibility and resourcefulness;

responds deftly to a variety of challenges and situations

American Tire Distributors is one of the largest independent suppliers of tires to the replacement tire market. We operate more than 115 distribution centers serving approximately 80,000 customers across the ATD offers an unsurpassed breadth and depth of inventory, frequent delivery and value-added services to tire and automotive service customers.

We employ approximately 4,500 associates across our distribution center network. ATD is more than a tire distributor; our purpose is to help our customers thrive and drive into the future.

We build relationships with our customers and partners with the common goal of improving our industry, communities, and the global environment.

Our goal is to enable smarter, sustainable, and agile ways of doing business that drive results. In 2022, ATD was recognized as one of Forbes' 2022 America's Best Midsize Employers and a Most Loved Workplace by Newsweek.