Advanced IPT (Internet Protocol Telephony) Technical Support Specialist

ADP Dealer Services is now CDK Global. Stability meets Agility. CDK is one of the largest technology providers to the automotive industry, with more than 26,000 dealer sites in over 100 countries and nearly 9,000 employees worldwide. From data scientists to sales and operations experts, we're hiring to support your growth and ours. GreenLight Your Career.

Position Description:

Provide national support for CDK Internet Protocol Telephony (IPT) clients, systems, products, and initiatives by troubleshooting and resolving level II technical issues. This position will work directly with tier one support associates, clients, engineering, Field Service Engineers, and various vendor partners.

This position requires the individual to assume a leadership role in resolving client issues and to mentor and train other support associates

Position Overview:

• Receive inbound escalation calls and voicemails from tier one
• Resolve client and associate inquiries in a timely and accurate manner
• Attend training as required to stay current with industry developments
• Understand and implement ADP processes and policies
• Thoroughly and accurately document all inquiries and activities utilizing the method provided
• Assume a leadership role in when partnering to resolve client issues
• Develop and deliver training to other teams as needed
• Work with product teams to develop and deliver products and enhancements to market
• Able to cover a rotating on call shift to include weekends and holidays
  

Outstanding interpersonal skills to deal with diverse personalities and work styles; ability to handle high call volumes and work demands. Superior verbal communication skills. Clear, concise, and timely documentation of troubleshooting and diagnostic work performed.

• Ability to troubleshoot technical problems, demonstrate problem solving and resourcefulness in obtaining information. Ability to quickly assimilate problems and develop a resolution strategy.
• Ability to work as a team member, contribute to good team dynamics, and work with limited supervision.
• Ability to adapt to shifting priorities and be able to handle multiple tasks simultaneously.
• Advanced understanding of data center architecture, design, implementation and support.
• Ability to multi-task across a variety of client and technical issues.
• CCNA Required
• CCNP is a highly desirable
• Must have the ability to read, write, and speak English fluently. Spanish and French language ability is desirable

Experience:

• 3-5+ years of user support or implementation experience within a technical support organization is required.
• Experience in a call or technical assistance center is required as is experience in supporting networks, IP Telephony, or PBX environments.
• Excellent customer service skills including phone, follow-up, and availability.
• Proven ability to lead by example and affect a positive change among peers.

A strong level of understanding in at least one of the following key product disciplines is required:

IP Telephony:

• Experience with Voice/IP, Voice/Frame Relay, Call Manager, Unified Messaging Systems.
• Networking: Network support, network design, and/or analysis is expected at this level.

• Good knowledge of TCP/IP, IPX, token ring, and SNA/SDLC protocols. Knowledge of telco WAN connectivity concepts (analog, DDS, T1, ISDN, Frame Relay, etc...).
• Complete understanding of LAN connectivity hardware and wiring concepts (10/100baseT/routers/Switches/Hubs & terminal servers); router and switching technologies RIP, OSPF, IGRP, EIGRP.

Microsoft Servers: Server support or server install configuration is expected at this level.

Network Operating Systems (Win 98/NT 4.0/2000, Linux, Novell); Network Applications (Exchange, Proxy, IIS, MS Terminal Server). BS/BA degree in Computer Science or equivalent work and educational experience.

We cannot succeed as a world class service company unless we globally attract, motivate, empower and retain exceptionally knowledgeable, talented, and committed associates.

Our associates have a strong work ethic and results-orientation, believe in and support our core values, and reflect the diverse business environments in which we operate. We will offer our associates challenges, opportunities, and advancement in an informal, fast-paced, non-bureaucratic environment that is sensitive to work-family and flexible-schedule issues. We will provide technologies that enable our associates to meet our clients' ever-changing product needs and preferences.

We want each associate to feel like an integral part of a team that is making a discernible positive contribution to CDK's success. Our goal is to be the clear employer of choice for our current and future associates.

CDK Global is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled.
We believe that diversity in all aspects of business leads to strength.