Technical Analyst I

Cox Enterprises • Statesville, NC

6d • $61,100 - $91,700 • Hybrid

About The Position

Cox Automotive is seeking a Technical Analyst I (TA). The TA is the single point of contact for Technology at Revenue Generating Locations (i.e., Manheim Auto Auction). The TA collaborates with project teams and business owners to bring forth its technology to the client. The TA assists in design, development, testing, and post-release, ensuring service delivery for all interconnected network devices and workflow processes. The TA is responsible for maintaining system integrity and security, managing fixed infrastructure inter-connectivity, and assisting or designing expansions after evaluating business needs. The TA is expected to manage, initiate, and/or participate in projects ranging from construction, business changes, and corporate-wide initiatives. When third parties are introduced, the analyst will engineer a solution or collaborate with appropriate parties. The TA advocates and escalates issues, assisting locations with a client base ranging from 200 to 1000 team members. They will assist with client training, adoption, and satisfaction. The TA’s role requires participation in location management team meetings with the expectation to assist business needs and/or changes. They will influence the local management team with operations and technology decisions with strict adherence to company standards and best practices. TAs are required to have an awareness of operational knowledge specific to the client, including a wide scale knowledge of service portfolios to provide guidance and assistance. The TA provides Service Delivery management by providing high uptime, managing local service contracts, and managing high-pressure issues and conflicts that arise during revenue-generating sale-days.

Requirements

• Bachelor’s degree. The right candidate could also have a different combination, such as 4 years’ experience in a related field
• Working experience supporting end-user computing devices
• Working experience working with incident, problem, and change management
• Working experience in an ITIL-based environment
• Working experience as a participant in a change management process
• Working experience of Microsoft Office products
• Willingness to travel up to 25%.
• Ability to walk, stand, squat, kneel and climb to perform essential job duties required to troubleshoot, repair, and maintain technology equipment
• Excellent customer service skills required.
• The ability to meet SLAs and update customer with progress.

Nice To Haves

• Provide IT expertise
• Additional Tech Certification: A+, Network+, MCP, MCDST
• Apple Certified Support Professional (ACSP)
• Network certificates
• Ensure all technologies are running correctly
• Run remote/mobile sales
• Attend auction leadership meetings and provide advice and guidance
• Design/Oversee/Implement Innovative Technology Solutions
• Provide assistance to Field Engineering team
• Produce reports for Field Management
• Excellent Customer Service
• Working experience in Series/AS400 support
• Working experience in wireless (Mobile, WiFi, WAP)
• Working experience in network
• Working experience in audio/visual
• Working experience in Project Management
• Experience communicating with stakeholders

Responsibilities

• Hardware/Software Installation: Hardware procurement, delivery, implementation, and maintenance. Maintains documentation of physical assets in configuration and asset management records.
• Preventive Maintenance: Monitors the availability, performance, and throughput of supported technology infrastructure to proactively identify issues and remediate. Manages and maintains all infrastructure hardware and software ensuring they remain available at all required times. Tests and provides recommendations for replacement or upgrade of hardware or software to ensure business continuity. Maintains technology infrastructure support technical documentation. Leads location in disaster recovery for technology.
• Incident Management: Performs technology support, troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices. Performs research and develops solutions for hardware and software issues. Updates incident records and knowledge base with appropriate and timely information.
• Problem Management: Recommends and develops solutions, resolves problems associated with incidents, and updates problem records. Conducts root cause analysis. Submits requests for change records to remove errors.
• Change Management: Works with project teams to review and assess the impact of new business requirements. Contributes to technical aspects of key change documentation (e.g., technical requirements, change impact assessments, change implementation plans, change rollout plans). Ensures the capacity, availability, security, and service support requirements are considered in all technology infrastructure changes. Implements, tests, and monitors technology infrastructure changes in line with change implementation plans. Ensures technology infrastructure changes meet agreed service acceptance criteria. Maintains asset and configuration management records.
• Training: Trains end users for Corporate initiatives such as device or software deployment for teams such as Security, Device Engineering, and Software teams.
• Provide technical expertise to enable the correct application of operational procedures.
• Contribute to the planning and implementation of maintenance and installation work.
• Implement agreed changes and maintenance routines.
• Identify operational problems and ensure they are managed in accordance with agreed standards and procedures.
• Provide reports and proposals for improvement.
• Ensure appropriate action is taken to anticipate, investigate, and resolve problems in systems and services.
• Coordinate the implementation of agreed remedies and preventative measures.
• Analyze patterns and trends.
• Ensure incidents and requests are handled based upon the analyst’s discretion.
• Ensure documentation is available and in the appropriate form.
• Responsible for troubleshooting documentation.
• Client Services Management: Act as the routine contact point. Assist with the development of and applies solutions to resolve or escalate clients’ service problems. Monitor client services function and collects performance data. Data retention management is required for this role for the client’s legal archive.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations
• seven paid holidays throughout the calendar year
• up to 160 hours of paid wellness annually for their own wellness or that of family members.
• additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level