Enterprise Support & Solutions Admin II

Who we are looking for:

The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of our IT support services. The Enterprise Support & Solutions Administrator II will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.

What you will do:

Actively and consistently support all efforts to simplify and enhance the customer experience.
Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents
Provide first level, basic to intermediate technical support to users of ACV's platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools
Gather information to identify and assess the nature of incidents and problems
Record incidents in support ticketing system to maintain a log for escalation to other teams
Escalate complex issues to higher-level technical resources as needed
Develop and maintain documentation to facilitate self-service problem solving and process improvement
Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required
Stay current with industry trends and emerging technologies to provide informed technical support.
Perform additional duties as assigned.

What you will need:

High School or GED - required

2 - 3 year(s) Industry experience in a fast-paced, high-energy environment
Ability to read, write, speak and understand English.
Experience supporting remote users over phone, email, chat and text
Experience supporting enterprise systems and applications with a 24/7 user base
Experience using and troubleshooting both Windows and Mac operating systems
Experience supporting mobile iOS devices, like iPhones and iPads
Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Ability to take ownership of user interactions and be proactive when dealing with user issues
Ability and desire to learn new technologies and skills
Ability to deal tactfully with persons in authority, co-workers, and members of the public
Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, Pager Duty, Jira, Mixpanel, or Instabug is a plus
Familiarity with ITIL standards and IT Security compliance standards and practices is a plus

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