Enterprise IT Support Specialist — Admin II

ACV Auctions; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

ACV Auctions is hiring an Enterprise Support & Solutions Administrator II to triage, escalate, and resolve incidents affecting our internal platform and tools. You will be a liaison between internal users and Business, Product & Engineering teams, delivering timely, user-focused technical assistance.

The role emphasizes monitoring helpdesk tickets, basic to intermediate support, and creating self-service documentation while staying current with industry trends to enhance the customer experience.

Qualifications

• High School or GED is required.
• 2-3 years of industry experience in a fast-paced environment.
• Ability to read, write, speak and understand English.
• 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 skills: empathetic, accurate, responsive and proactive.
• Willingness to learn new technologies and take ownership of issues.
• Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, Instabug; ITIL familiarity is a plus.

Responsibilities

• Actively and consistently support efforts to enhance the customer experience.
• Monitor incoming Helpdesk tickets, categorize and prioritize incidents.
• Provide first-level technical support for ACV platforms and tools.
• Gather information to identify incidents and assess problems.
• Record incidents in the ticketing system for escalation where needed.
• Escalate complex issues to higher-level technical resources.
• Develop and maintain self-service documentation and processes.
• Stay current with industry trends to improve support quality.
• Perform additional duties as assigned.

Skills

Customer Service

English

Remote Support

Windows

Mac OS

Mobile iOS

Education

High School 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 affecting our internal platform and tools. You will be a liaison between internal users and Business, Product & Engineering teams, delivering timely, user-focused technical assistance.

The role emphasizes monitoring helpdesk tickets, basic to intermediate support, and creating self-service documentation while staying current with industry trends to enhance the customer experience.