Senior Endpoint Support Technician

at  Cox Automotive

The Executive Senior Endpoint Support Technician is responsible for developing, deploying and supporting technical and business systems and applications. This is a highly technical position that provides second and third level primary desktop support to the Cox Automotive Executive Team and support staff on a 24x7x365 basis with partnering support availability.
To be successful in this position, one must be responsible for responding to support issues in a timely manner, delivering stellar deskside support, communicating issue status to internal customers, management and internal support teams, troubleshooting and resolving issues within SLA, as well as effectively serving as primary point of contact for specific departmental project efforts and escalation needs.

• Act as the main contact for Cox Automotive Executive Team support.
• Handle Tier 2-3 support issues, including troubleshooting, escalations, and resolutions.
• Resolve technical problems through defined processes and internal tools.
• Collaborate with customers and internal teams to address and resolve issues.
• Oversee ticket management and ensure compliance with SLAs.
• Assess team performance and support documentation with Desktop Support management.
• Conduct internal training and potentially guide Support Analysts.
• Travel for offsite support as needed.Install, configure, and troubleshoot enterprise and third-party applications; support Dell, Apple, and mobile hardware.