Infrastructure Support Specialist | Automotive & Retail

<h3>Accountabilities</h3><li>
<strong>Remote Technical Support:</strong>Deliver responsive, high-quality technical assistance to customers, prioritizing timely issue resolution, reliable service, and a positive customer experience.</li><li>
<strong>Hardware and Peripheral Troubleshooting:</strong>Diagnose, troubleshoot, configure, and coordinate repairs for servers, desktop computers, printers, scanners, radio-frequency (RF) devices, POS equipment, and other connected peripherals.</li><li>
<strong>Software and Systems Support:</strong>Investigate and resolve software issues affecting supported hardware environments, ensuring systems operate reliably and efficiently.</li><li>
<strong>Network Connectivity and Diagnostics:</strong>Analyze and resolve connectivity problems involving TCP/IP, DNS, VPNs, firewalls, routing, internet service providers, remote access, and communication between endpoints.</li><li>
<strong>Root Cause Analysis:</strong>Investigate technical failures, identify underlying causes, and communicate troubleshooting findings, network routing paths, and recommended resolutions clearly to both technical and non-technical audiences.</li><li>
<strong>Cross-Functional Coordination:</strong>Collaborate with customers, hardware and software vendors, telecommunications providers, data center teams, and internal support specialists to resolve complex infrastructure issues.</li><li>
<strong>Case Management and Documentation:</strong>Maintain accurate records of customer requests, diagnostic activities, troubleshooting steps, resolutions, service actions, and escalation details within designated support systems.</li><li>
<strong>Service Level Management:</strong>Manage support tickets in accordance with established workflows, service-level agreements (SLAs), scheduling expectations, and case activity requirements. Escalate unresolved issues promptly to ensure appropriate follow-up.</li><li>
<strong>Service Delivery and Billing:</strong>Perform time-and-materials work when required, ensuring services outside existing support agreements are accurately documented and billed.</li><li>
<strong>Customer Advisory and Service Development:</strong>Identify opportunities for additional support services, hardware upgrades, and technical consulting that address customer needs and improve infrastructure performance.</li><li>
<strong>Continuous Improvement:</strong>Contribute to effective support operations by following established procedures, adapting to changing priorities, and maintaining consistent service quality across multiple customer environments and time zones.</li><h2>Requirements</h2><li>
<strong>Professional Experience:</strong>At least three years of experience in a customer-facing technical support, hardware support, or infrastructure support role. Experience in retail, automotive, or technology environments is preferred.</li><li>
<strong>Hardware Expertise:</strong>Hands-on experience troubleshooting and supporting servers, desktop computers, printers, scanners, RF devices, POS systems, and related peripherals.</li><li>
<strong>Operating Systems:</strong>Working knowledge of Microsoft Windows operating systems, Linux fundamentals, and basic client/server technologies.</li><li>
<strong>Networking Fundamentals:</strong>Understanding of TCP/IP, DNS, VPNs, routing, firewalls, remote access technologies, and internet service provider troubleshooting.</li><li>
<strong>Analytical and Troubleshooting Skills:</strong>Strong diagnostic and problem-solving abilities, with the capacity to investigate complex technical issues, identify root causes, and implement effective solutions.</li><li>
<strong>Customer Service and Communication:</strong>Excellent verbal and written communication skills, including the ability to explain technical problems and resolutions clearly to customers with varying levels of technical knowledge.</li><li>
<strong>Organization and Prioritization:</strong>Ability to manage multiple support requests simultaneously, maintain accurate documentation, and prioritize work according to urgency and service-level expectations.</li><li>
<strong>Adaptability and Collaboration:</strong>Comfortable working independently in a remote environment while collaborating with colleagues, external vendors, and customers across different time zones.</li><li>
<strong>Preferred Technical Experience:</strong>Familiarity with Linux environments, retail technology, POS systems, and hardware deployments is an advantage.</li><li>
<strong>Preferred Support Experience:</strong>Previous experience in ticket-based support operations or SLA-driven service environments is desirable.</li><li>
<strong>Additional Qualifications:</strong>Relevant technical certifications or experience with advanced networking and security technologies are beneficial.</li><li>
<strong>Work Arrangement:</strong>Must be able to work remotely from the United States and provide reliable, customer-focused technical support in a full-time position.</li><h2>Benefits</h2><li>
<strong>Annual Salary:</strong>$55,000–$89,000, depending on experience, qualifications, and relevant market factors.</li><li>
<strong>Remote Work:</strong>Fully remote position, offering flexibility to work from a location within the United States.</li><li>
<strong>Health and Wellness:</strong>Comprehensive health and wellness benefits designed to support employees' overall well-being.</li><li>
<strong>Career Development:</strong>Access to free LinkedIn Learning licenses, professional development resources, and opportunities to expand technical expertise.</li><li>
<strong>Mentorship and Learning:</strong>Opportunities to participate in mentoring programs, continuing education, and structured career development.</li><li>
<strong>Internal Mobility:</strong>Opportunities to pursue internal career advancement, with approximately 25% of positions filled internally.</li><li>
<strong>Work-Life Balance:</strong>Workplace policies that encourage employees to take time off, recharge, and maintain a sustainable work-life balance.</li><li>
<strong>Inclusive Work Environment:</strong>The opportunity to collaborate with a diverse, global team that values innovation, knowledge sharing, and teamwork.</li><li>
<strong>Career Growth:</strong>Exposure to a broad range of customer infrastructure environments, technical challenges, and emerging technologies.</li>