Endpoint Support Lead Technician

The Executive Lead Support Technician is responsible for developing, deploying and supporting technical and business systems as well as providing technical leadership to other support analysts. This is a highly technical position that provides second and third level primary desktop support to the Cox Automotive Executive Team and support staff on a 24x7x365 basis.To be successful in this position, one must be responsible for responding to support issues in a timely manner, delivering stellar deskside support, communicating issue status to internal customers, management and internal support teams, troubleshooting and resolving issues within SLA, as well as effectively serving as primary point of contact for specific departmental project efforts and escalation needs.What You'll DoResponsibilitiesProvide single point of contact support for Cox Automotive Executive Team. Provide Tier 2-3 fulfillment, troubleshooting and escalations of support requests associated with client systems. Recommend solutions and resolve problems associated with requests through a defined escalation process utilizing appropriate processes and internal tools. Work directly with end-customers at various levels of the organization, as well as members of internal support groups, to identify, investigate and resolve technical issues.Coordinate issue tracking, resolution, and notification. Manage ticket entry, escalation, dispatch, reporting as well as monitor appropriate usage by other analysts in the ticketing system. Work with the team to ensure team-wide compliance with SLA's within the ticketing system. Work effectively and independently on multiple complex activities and projects. Work with Desktop Support management to evaluate tactical effectiveness of the team based on ticketing system metrics and reporting.Develop and maintain detailed technical support documentation as well as perform internal training to multiple support teams. This role may provide guidance and/or coaching to Support Analysts. Perform other duties as required. Travel to support offsite meetings and customers may be required. Install, configure, troubleshoot and packaging of enterprise level and 3rd party applications. Support of Dell and Apple computer hardware as well as iOS and Android mobile hardware.Who You AreMinimumCurrent (MCTS) certification or (A+) desktop certification. Degree in Computer Science or equivalent experience required. 5+ yrs Desktop Support in a corporate environment. 5+ yrs Remote Support (VPN Connectivity Issues, Routing, etc). 5+ yrs Hardware/Software Support and deployment. 5+ yrs supporting Enterprise and 3rd party software applications. 5+ yrs supporting Active Directory and Group Policy. 5+ yrs supporting the Windows and MAC OS X environment.Strong Microsoft Office support experience- Office, Teams Demonstrable experience supporting iOS and Android based devices Excellent oral and written communication skills Excellent customer service skillsAbility to work in a team environment with constantly changing prioritiesAbility to work flexible hours, including possibly evenings and weekends Easily adjusts to changing priorities or projects Maintains a calm, professional tone when consulting with customersAbility to provide technical guidance to a teamExperience with process improvement initiativesAbility to maintain confidentialityAbility to communicate with all levels in a professional manner to provide updates, recommendations and resolve issues.What's In It For YouHere's a sneak peek of the benefits at your disposal as a Cox employee:A competitive salary and top-notch bonus/incentive plans. Exceptional work-life balance, flexible time-off policies and accommodating work schedules. Comprehensive healthcare, with multiple options for individuals and families. Generous 401(k) retirement plans with up to 8% company match. Mental health support, including counseling and access to virtual wellness resources such as CALM. Access to , with up to 10 days of subsidized care for children, seniors and pets.Check out all our benefits.USD 33.99 - 51.01 per hourCompensation:Hourly base pay rate is $33.99 - $51.01/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.Benefits:Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.About Cox AutomotiveAt Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way…