Sr Technology Support Specialist

Dealership: L0105 Lithia Home Office ITS Technology Support Specialist Location: This role supports locations in Tampa, Wesley Chapel, Orlando, New Port Richey, Jacksonville, Holiday, and Gainesville. Regular travel is required. Compensation: $50,000 -$75,000 Lithia & Driveway (LAD) is one of the largest global automotive retailers providing a wide array of products and services throughout the ownership lifecycle with a vision to modernize personal transportation solutions wherever, whenever, and however consumers desire.  With a mission of "Growth Powered by People," we are propelled by our colleagues and preferred by our customers, making Lithia & Driveway the leading automotive retailer in each of our markets.  Our success is fueled by four core values:  · Earning Customers for Life  · Improving Constantly  · Taking Personal Ownership  · Having Fun  Our entrepreneurial, high-performance culture sets us apart, and our philosophy is straightforward: assemble a team of passionate individuals and cultivate an environment that empowers colleagues to excel.  We’d love to have you join us on our journey! The Technology Service Operations group utilizes ITIL methodologies, which is the concept of IT governance, determining best practices and responsibilities, coupled with the greatest possible user and customer satisfaction, to achieve the organizations objectives. This position is responsible for providing quality technical support and customer service to all customers of the organization. It will include frequent communication with senior executive personnel, vendors, internal team members, store users/personnel and external resources. The primary focus of this individual will be to support all Lithia & Driveway, Inc. (LAD) stores companywide. The individual in this position will work in a service desk / call center environment troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks and receiving and processing calls/tickets. What You’ll Do:  Provide Tier 2 / advanced technical support and customer service. Answer incoming customer calls and assist company users by phone in a friendly and professional manner. Work from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives Serve as an escalation point to Service Desk staff, Technology and Innovation teams and Customers Provide white glove and VIP support for applicable users and situations Deliver Major Incident Management including the acceptance, triage, evaluation, communication and resolution of Major Incidents following strict standards for communications and timeliness. Deliver innovation through advanced and out of the box designs to improve efficiency and promote automation, identifying repeatable work that can be delivered to a lower tier for more efficient support Seek Continuous Improvement; Utilize specific high-level skills and abilities to improve processes and department efficiencies. Review processes for design improvements to ensure that functions are completed in a timely manner and encourage ideas to improve processes. Communicate errors, unusual items, proposed solutions and process improvement opportunities Develop necessary process and knowledge Documentation of policies, procedures, and troubleshooting Guide and encourage all team standards and procedures. Evaluate, recommend and coordinate tickets requiring dispatch of Field resources or 3rd party dispatch for resolution, coordinating parties to resolution. Perform timely triage, evaluation and re-assignment of Tier 3 work Participate in the identification, documentation and resolution of Problem Management articles Adhere to established SLA’s/OLA’s and be cognizant of TTR/MTTR guidelines and other reporting policies Understand, plan and pursue short and long term company and department goals. Manage training and mentorship of peer and lower tier agents Monitor staff on shift, provide leadership and guidance and address escalations from the team Manage and complete assigned Incidents, Requests, Problems and Projects in a timely manner Travel and international as required to fulfill onsite support requirements and/or support M&A activities Work schedule rotation for periodic on-call and after-hours support Perform other duties and projects as assigned, and/or directed What You’ll Bring:  Bachelor’s degree in related IT field preferred AA or BS in Computer Science, or a related field, or equivalent education and or specialized IT certifications Current ITIL Foundations certifications preferred IT and related certifications preferred 8 years’ knowledge or work experience in an IT or computer related environment including hands-on experience as a Service Desk / Call Center Specialist or Technician, providing Customer Service and support via phone or in person Strong technical knowledge of Windows, Apple, Networking, Application, mobile and telephony environments Knowledge of ITIL Service Management framework and processes Knowledge of additional peripheral technologies including, but not limited to; audio, multi-function devices and tablet/smart phones Experience in retail automotive and/or OEM automotive hardware/software preferred Experience leading meetings and creating training documents Experience coaching for both improvement and success Strong and creative problem-solving skills and adaptability Strong attention to detail and sense of urgency A team player who is professional and focused on providing exemplary customer service Critical Thinking and Problem Solving using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems Time Management and ability to prioritize workload and manage one’s own time Excellent communication skills both written and oral, able to articulate and troubleshoot issues over the phone, in chat or in person Active Listening – give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate We offer best in class industry benefits: Competitive pay Medical, Dental and Vision Plans Paid Holidays & PTO Short and Long-Term Disability Paid Life Insurance 401(k) Retirement Plan Employee Stock Purchase Plan Lithia Learning Center Vehicle Purchase Discounts Wellness Programs High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. At Lithia & Driveway, we stand by our mission of Growth Powered by People, as we build a workplace that ignites ideas and opportunities to Earn Customers for Life. Our focus is on making the customer experience better; as we aim to meet our customers’ needs whether in person, online or a combination of both. Lithia & Driveway is the largest automotive retailer in North America and listed on the Fortune 500 (NYSE: LAD). Drive your career forward with roles in Sales, Finance, Service, Technology and Corporate. With thousands of vehicles and hundreds of locations, the career possibilities are endless. Join us as we accelerate towards growth in automotive and beyond!

Salary : $50,000 - $75,000