Enterprise Support & Solutions Admin II

Colonial Group; Oklahoma City (OK); On-site; USD 52,000 - 70,000; Full time

Job summary

Colonial Group in Oklahoma City seeks an Enterprise Support & Solutions Administrator II to triage, escalate and resolve incidents affecting our internal platform, systems and technologies, ensuring high user satisfaction and reliable IT services.

You will join a team that acts as a bridge between internal users and Business, Product & Engineering and IT organizations, delivering first-line support via phone, chat, and email and contributing to documentation and process improvements.

Qualifications

• High School or GED - required
• 2–3 years 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 and applications with a 24/7 user base
• Experience using and troubleshooting Windows and Mac operating systems
• Experience supporting mobile iOS devices (iPhones/iPads)
• Demonstrated customer service skills (empathetic, accurate, responsive)
• Ability to take ownership of user interactions and be proactive

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents
• Provide first level, basic to intermediate technical support to users of our platforms; respond via in-person or remote channels
• Gather information to identify and assess incidents and problems
• Record incidents in the support ticketing system for escalation
• Escalate complex issues to higher-level technical resources as needed
• Develop and maintain documentation to facilitate self-service problem solving and process improvement
• Utilize procedures and standards to ensure operational consistency nationwide
• Stay current with industry trends and emerging technologies to provide informed technical support
• Perform additional duties as assigned

Skills

Customer service

Communication skills

Problem-solving

Proactive attitude

Education

High School diploma or GED

Tools

G-Suite

Okta

Slack

Zoom

Zendesk

PagerDuty

Jira

Mixpanel

Instabug

Job description

Who we are looking for:

The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of our IT support services. The Enterprise Support & Solutions Administrator II will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.


• Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents


• Provide first level, basic to intermediate technical support to users of ACV’s platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools


• Gather information to identify and assess the nature of incidents and problems


• Record incidents in support ticketing system to maintain a log for escalation to other teams


• Escalate complex issues to higher-level technical resources as needed


• Develop and maintain documentation to facilitate self-service problem solving and process improvement


• Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required


• Stay current with industry trends and emerging technologies to provide informed technical support.


• Perform additional duties as assigned.

What you will need:

• High School or GED - required

• 2 - 3 year(s) Industry experience in a fast-paced, high-energy environment


• Ability to read, write, speak and understand English.


• Experience supporting remote users over phone, email, chat and text


• Experience supporting enterprise systems and applications with a 24/7 user base


• Experience using and troubleshooting both Windows and Mac operating systems


• Experience supporting mobile iOS devices, like iPhones and iPads


• Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious


• Ability to take ownership of user interactions and be proactive when dealing with user issues


• Ability and desire to learn new technologies and skills


• Ability to deal tactfully with persons in authority, co-workers, and members of the public


• Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plus


• Familiarity with ITIL standards and IT Security compliance standards and practices is a plus.