Support Engineer

KAR Auction Services Inc
Published
October 16, 2019
Location
Carmel, IN
Category
Job Type

Description

This position provides first line technical support to KAR’s employees on a variety of IT applications and systems. The Support Analyst will identify, log, research and attempt to resolve technical problems or requests on first contact. Responds to phone calls, email and web form requests for technical support. Monitors incidents or requests to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures of the help desk industry.

We are looking for a Support Engineer who will play a crucial role in providing technical solutions and on-site leadership for KAR Global. The Support Engineer will be responsible for receiving, troubleshooting, triaging and resolving daily support incidents and operational alerts in the ticketing system. This role will have general oversight of inbound tickets for KAR and collaborate across KAR IT Services teams to ensure tickets are assigned appropriately and resolved timely. You will have the ability to perform a wide range of tasks while becoming a subject matter expert on various applications and tools. If you are ready to join a fast-paced company that will both reward and challenge your expertise, then we encourage you to apply.

The ideal candidate has a strong technical background combined with the ability to interface at all levels of the organization. The objective of this position is to help our customers with solutions in line with identified business processes while focusing on a high level of service. You will need to fully understand the complexity of our applications and tools, how they integrate with one another and how they are utilized to meet growing business needs. 

  • Manage incidents, requests and enhancements in the ticketing system utilizing problem solving skills to define corrective action and follow-through to resolution
  • Respond to and log operational alerts and notifications received from the system
  • Ensure that client systems are fully operational and any loss of service is restored in a timely and efficient manner
  • Problem determination, workaround resolution, root cause analysis and major incident management as it relates to:
    • Software Functionality
    • Application/Database Server Setup/Configuration
    • Infrastructure
    • Third Party Software or Integrations

  • Possess ability to make quick decisions, assess business impact and manage high priority tickets or escalations that may impact day-to-day business processes
  • Create productive relationships with key stakeholders and partners
  • Ensure that solution and application support documentation is maintained to the highest quality and accuracy to improve continuity of support and team effectiveness
  • Participates in continual service or process improvement projects
  • Availability for on-call support and off-hours maintenance outside of core business hours

Minimum Requirements:

  • Three (3) to five (5) years’ experience in providing software application support
  • Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, or Social Science is preferred
  • Possess knowledge of how businesses operate including policy, procedure and technology
  • Excellent analytical and problem solving skills
  • Excellent communications skills – verbal and written in English
  • Excellent customer service skills
  • Ability to work both independently and as part of a team
  • Comfortable working with highly sensitive personal and confidential information
  • Demonstrated ability to maintain cool under pressure using skills to defuse stressful situations
  • Demonstrated experience in the following:
    • Windows or Linux Servers
    • Active Directory
    • PLSQL/T-SQL
    • Integrations
    • IIS or Networking

  • One or more of the following certifications desired: Security+, A+, N+, ITIL foundations certification or ability to obtain certification within 1 year desired

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