Endpoint Support Technician II

Job Purpose
The Endpoint Support Technician provides support to users of desktop computers, laptop computers, tablets, mobile communication devices, printers, and office equipment. Support may be on location or remote. Activities include provisioning, installation / set up, troubleshooting, providing basic training, technical guidance, and client support on usage of all equipment. Responds to requests for meeting room support including audio / visual equipment, remote access ability, and telephony. Responds to calls regarding system outages, troubleshooting, and resolving users' issues who are on location or working remotely. Strives to meet or exceed Service Level Agreements (SLAs).
Autonomy
Works under routine direction. Uses limited discretion in resolving issues or inquiries. Works without frequent reference to others.
Influence
Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers, and partners. May have more influence in own domain.
Complexity
Performs a range of work activities in varied environments. May contribute to routine issue resolution.
Business Skills
Understands and uses appropriate methods, tools, and applications. Demonstrates a rational and organized approach to work. Identifies and negotiates own development opportunities. Has sufficient communication skills for effective dialogue with customers, suppliers, and partners. Is able to work in a team. Is able to plan, schedule and monitor own work within short time horizons. Absorbs new information when it is presented systematically and applies it effectively.
Key Responsibilities
Hardware/Software Support

• Performs support, troubleshooting, and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, peripheral devices, and audio-visual equipment.
• Performs research and develops solutions for hardware and software issues.
• Provides basic user training on company-provided IT equipment.
• Carries out hardware asset life-cycle management, including maintaining records of physical assets.
• Provides recommendations to leadership on individual device upgrades or break-fix replacements.
• Performs preventative maintenance on all electronic devices and peripheral equipment.

Incident Management

• Responds to service requests regarding end-user computing devices as they arrive in the designated queue.
• Recommends solutions, resolves problems associated with incidents, and updates notes, as necessary.
• Updates tickets and provides team members with regular progress updates.
• Thoughtfully escalates issues to the appropriate teams.
• Understands and adheres to established SLAs.

Customer Service

• Exhibits excellent verbal and written communication skills.
• Ability to work effectively in a team environment.
• Easily adjusts to changing priorities or projects.
• Maintains a calm, professional tone when consulting with team members.
• Delivers an awesome team member experience.

Key Qualifications and Experience

• Bachelor's degree plus 2+ years of relevant work experience; or a Master's degree plus 0-2 years of relevant work experience
• In lieu of a degree, qualified candidates would require 6+ years of relevant professional experience
• Working experience troubleshooting Windows 10/11 and Mac operating systems
• Working experience troubleshooting mobile operating systems (iOS and Android)
• Working experience working with a ticket management/service desk system
• Working experience in an ITIL-based environment
• Working experience as a participant in a change management process
• Strong Microsoft Office support experience
• Must exhibit excellent customer service skills
• Technical certifications such as CompTIA A+, Microsoft Certification (MCP, MCDST, or other)

Desired Skills

• Apple Certified Support Professional (ACSP)
• Other Technical Certifications (Network+, Security+, Microsoft Modern Desktop Administrator Associate, MDAA*, Azure, AWS, Active Directory Management, or other)
• Working experience in audio-visual collaboration technologies
• Working experience with Service Now

To be employed in this role, you'll need to clear a pre-employment background check and drug test. Cox Automotive does not currently consider a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
USD 30.34 - 45.58 per hour
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.