Infrastructure Support Specialist | Automotive & Retail

Accountabilities

Remote Technical Support: Deliver responsive, high-quality technical assistance to customers, prioritizing timely issue resolution, reliable service, and a positive customer experience.
Hardware and Peripheral Troubleshooting: Diagnose, troubleshoot, configure, and coordinate repairs for servers, desktop computers, printers, scanners, radio-frequency (RF) devices, POS equipment, and other connected peripherals.
Software and Systems Support: Investigate and resolve software issues affecting supported hardware environments, ensuring systems operate reliably and efficiently.
Network Connectivity and Diagnostics: Analyze and resolve connectivity problems involving TCP/IP, DNS, VPNs, firewalls, routing, internet service providers, remote access, and communication between endpoints.
Root Cause Analysis: Investigate technical failures, identify underlying causes, and communicate troubleshooting findings, network routing paths, and recommended resolutions clearly to both technical and non-technical audiences.
Cross-Functional Coordination: Collaborate with customers, hardware and software vendors, telecommunications providers, data center teams, and internal support specialists to resolve complex infrastructure issues.
Case Management and Documentation: Maintain accurate records of customer requests, diagnostic activities, troubleshooting steps, resolutions, service actions, and escalation details within designated support systems.
Service Level Management: Manage support tickets in accordance with established workflows, service-level agreements (SLAs), scheduling expectations, and case activity requirements. Escalate unresolved issues promptly to ensure appropriate follow-up.
Service Delivery and Billing: Perform time-and-materials work when required, ensuring services outside existing support agreements are accurately documented and billed.
Customer Advisory and Service Development: Identify opportunities for additional support services, hardware upgrades, and technical consulting that address customer needs and improve infrastructure performance.
Continuous Improvement: Contribute to effective support operations by following established procedures, adapting to changing priorities, and maintaining consistent service quality across multiple customer environments and time zones.
Requirements
Professional Experience: At least three years of experience in a customer-facing technical support, hardware support, or infrastructure support role. Experience in retail, automotive, or technology environments is preferred.
Hardware Expertise: Hands-on experience troubleshooting and supporting servers, desktop computers, printers, scanners, RF devices, POS systems, and related peripherals.
Operating Systems: Working knowledge of Microsoft Windows operating systems, Linux fundamentals, and basic client/server technologies.
Networking Fundamentals: Understanding of TCP/IP, DNS, VPNs, routing, firewalls, remote access technologies, and internet service provider troubleshooting.
Analytical and Troubleshooting Skills: Strong diagnostic and problem-solving abilities, with the capacity to investigate complex technical issues, identify root causes, and implement effective solutions.
Customer Service and Communication: Excellent verbal and written communication skills, including the ability to explain technical problems and resolutions clearly to customers with varying levels of technical knowledge.
Organization and Prioritization: Ability to manage multiple support requests simultaneously, maintain accurate documentation, and prioritize work according to urgency and service-level expectations.
Adaptability and Collaboration: Comfortable working independently in a remote environment while collaborating with colleagues, external vendors, and customers across different time zones.
Preferred Technical Experience: Familiarity with Linux environments, retail technology, POS systems, and hardware deployments is an advantage.
Preferred Support Experience: Previous experience in ticket-based support operations or SLA-driven service environments is desirable.
Additional Qualifications: Relevant technical certifications or experience with advanced networking and security technologies are beneficial.
Work Arrangement: Must be able to work remotely from the United States and provide reliable, customer-focused technical support in a full-time position.
Benefits
Annual Salary: $55,000–$89,000, depending on experience, qualifications, and relevant market factors.
Remote Work: Fully remote position, offering flexibility to work from a location within the United States.
Health and Wellness: Comprehensive health and wellness benefits designed to support employees' overall well-being.
Career Development: Access to free LinkedIn Learning licenses, professional development resources, and opportunities to expand technical expertise.
Mentorship and Learning: Opportunities to participate in mentoring programs, continuing education, and structured career development.
Internal Mobility: Opportunities to pursue internal career advancement, with approximately 25% of positions filled internally.
Work-Life Balance: Workplace policies that encourage employees to take time off, recharge, and maintain a sustainable work-life balance.
Inclusive Work Environment: The opportunity to collaborate with a diverse, global team that values innovation, knowledge sharing, and teamwork.
Career Growth: Exposure to a broad range of customer infrastructure environments, technical challenges, and emerging technologies.