About the Opportunity - AutoCanada TechKnights
Who are the TechKnights?
The TechKnights are AutoCanada’s in-house customer service IT specialists – a respected and dedicated group of professionals whose role is to improve the working environment of our partners and who play a meaningful strategic role within an organization which is growing and which has a limitless future for bright, hardworking, caring and capable likeminded professionals.
The position is a critical second level support position, as you are the on-site support person and company representative. A Tier 2 Field Engineer will provide second level support and troubleshooting for a dynamic, publically traded company that counts on the TechKnights to keep the heart of the rest of the organization beating.
The Tier 2 Field Engineer will:
- Be second point of contact for dealerships in your area providing a professional, diplomatic and pleasant image, often under very stressful conditions.
- Communicate with Head Office Support Staff and Help Desk Manager frequently
- Log all incidents and create tickets when necessary with complete and pertinent documentation
- Provide resolution to most second level support tickets
- Alert management when necessary for high visibility and critical issues
- Document resolutions and update knowledgebase
- Follow up with customers and check in to see if there is anything that IT can do to provide a higher level of service
- Enjoy being part of a team that makes a difference
- Excellent interpersonal and customer service skills
- Ability to manage time effectively and to be motivated and reliable
- Analytical thinking and judgment
- A+ or equivalent post-secondary technical certification
- Advanced IT skills and knowledge including Microsoft PC and Server OS, Networking, Printer support.
- Experience with the automotive industry
- Experience with using a Trouble Ticket system
- Experience in configuring and supporting Blackberry, iPhone, iPad and Android devices in Microsoft Exchange based networks
- Experience with ADP and Reynolds DMS systems
We would like to thank all applicants for their interest in the above position, however, only those considered for an interview will be contacted.