Regional IT Service Technician

Norm Reeves•Port Charlotte, FL

12d•Onsite

About The Position

Norm Reeves Dealerships is a nationally-recognized group of privately-owned retail automotive dealerships located in Southern California, Texas, and Florida. With a history dating back to 1963, our group has established a reputation for innovation, integrity, and customer-centric services. We are expanding rapidly and are looking for talented individuals that are eager to grow their careers while the company continues to expand! We are seeking an energetic, motivated, and positive Regional IT Service Technician who will provide top notch technical assistance as a member of the Norm Reeves Tech Team, supporting a growing and evolving company of automotive experts. The ideal candidate is a self-starting team player who can bring their expertise to the group, offering regional IT support and assistance. They have excellent organizational, technical, communication, and customer service skills

Requirements

Proficient in Microsoft applications, O365, Meraki, Sophos, Freshservice, BeyondTrust, GotoConnect.
Automotive DMS experience is a plus.

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.