Enterprise IT Support & Solutions Admin II

ACV Auctions; Dallas (TX); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical plans with options

Short-Term Disability, Long-Term DI &

Life Insurance

Paid time off + holidays

Employee Stock Purchase Program

401(k)

Job summary

ACV Auctions is hiring an Enterprise Support & Solutions Administrator II to triage, escalate, and resolve incidents and technical requests across our internal platforms and tools. You will be the liaison between internal users and Business, Product & Engineering teams in a nationwide support role.

You will provide first-level technical assistance, document issues, and help improve self-service resources, with a focus on delivering reliable and empathetic customer experiences in a fast-paced

Qualifications

• High School or GED - required.
• 2 - 3 years of industry experience in a fast-paced environment.
• Experience supporting remote users via phone, email, chat and text.
• Experience supporting enterprise systems with a 24/7 user base.
• Experience with Windows and Mac operating systems.
• Experience supporting mobile iOS devices (iPhone/iPad).
• Strong customer service, empathetic and responsive.

Responsibilities

• Actively support efforts to simplify and enhance the customer experience.
• Monitor Helpdesk tickets and categorize/prioritize incidents.
• Provide first-level technical support to users via in-person or remote channels.
• Gather information to identify incidents and problems.
• Record incidents in ticketing system for escalation.
• Escalate complex issues to senior resources as needed.
• Develop/dmaintain self-service documentation and process improvements.
• Stay current with industry trends to provide informed support.
• Perform additional duties as assigned.

Skills

Customer service

English proficiency

Remote support

Windows

Mac OS

iOS devices

IT support mindset

Education

High School diploma or GED

Tools

G-Suite

Okta

Slack

Zoom

Zendesk

PagerDuty

Jira

Mixpanel

Instabug

Job description

ACV Auctions is hiring an Enterprise Support & Solutions Administrator II to triage, escalate, and resolve incidents and technical requests across our internal platforms and tools. You will be the liaison between internal users and Business, Product & Engineering teams in a nationwide support role.

You will provide first-level technical assistance, document issues, and help improve self-service resources, with a focus on delivering reliable and empathetic customer experiences in a fast-paced