Technical Analyst I

Cox Automotive is seeking a Technical Analyst l (TA) is the single point of contact for Technology at Revenue Generating Locations (i.e. Manheim Auto Auction). The TA collaborates with members of project teams and business owners to bring forth its technology to the client. The TA assists in design, development, testing, and post-release. The TA ensures service delivery for all interconnected network devices and workflow processes. The TA is responsible to maintain system integrity and security.

The TA manages fixed infrastructure inter-connectivity and assists or design expansions after evaluating the business need. 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 be expected to engineer a solution or collaborate with the appropriate parties.

The TA advocates and escalates issues. They will assist 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 a strict adherence to company standards and best practices.

TA's are required to have an awareness of operational knowledge specific to the client. This includes 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.

What You'll Do:

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, resolve problems associated with incidents, and update problem records.
• Conducts root cause analysis.
• Submits requests for change records to remove errors.
• The role requires a high level of autonomy correlating to workflow. This is a results-driven position requiring knowledge of all facets of technology such as networking, software, and hardware.

Change Management

• Works with project teams to review and assess 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.

Skills

• 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 ensuring they are managed in accordance with agreed standards and procedures.
• Provide reports and proposals for improvement.

Problem Management

• 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.

Incident Management

• 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.

Who You Are:

Minimum Qualifications:

• 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.

Preferred Experience:

• 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

USD 61,100.00 - 91,700.00 per year

Compensation:

Compensation includes a base salary in the range of $61,100.00 - $91,700.00. The base salary may vary within the anticipated base pay 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 an incentive program.

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; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets