This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Infrastructure Support Specialist | Automotive & Retail based in the United States.
Join a technology-focused team delivering reliable infrastructure support to automotive and retail businesses across the country. In this fully remote role, you will troubleshoot and resolve complex hardware, software, and network issues to keep customer operations running smoothly. You will support a diverse range of systems, including servers, point-of-sale (POS) equipment, printers, scanners, and network-connected devices across customer sites and hosted data center environments. Working closely with customers, vendors, telecommunications providers, and internal technical teams, you will coordinate solutions and minimize service disruptions. Your ability to combine technical expertise with clear communication and customer-focused service will be essential to success. This opportunity offers a dynamic support environment where you can strengthen your technical skills, contribute to customer satisfaction, and grow your career through continuous learning and professional development.
- Remote Technical Support: Deliver responsive, high-quality technical assistance to customers, prioritizing timely issue resolution, reliable service, and a positive customer experience.
- Hardware and Peripheral Troubleshooting: Diagnose, troubleshoot, configure, and coordinate repairs for servers, desktop computers, printers, scanners, radio-frequency (RF) devices, POS equipment, and other connected peripherals.
- Software and Systems Support: Investigate and resolve software issues affecting supported hardware environments, ensuring systems operate reliably and efficiently.
- Network Connectivity and Diagnostics: Analyze and resolve connectivity problems involving TCP/IP, DNS, VPNs, firewalls, routing, internet service providers, remote access, and communication between endpoints.
- Root Cause Analysis: Investigate technical failures, identify underlying causes, and communicate troubleshooting findings, network routing paths, and recommended resolutions clearly to both technical and non-technical audiences.
- Cross-Functional Coordination: Collaborate with customers, hardware and software vendors, telecommunications providers, data center teams, and internal support specialists to resolve complex infrastructure issues.
- Case Management and Documentation: Maintain accurate records of customer requests, diagnostic activities, troubleshooting steps, resolutions, service actions, and escalation details within designated support systems.
- Service Level Management: Manage support tickets in accordance with established workflows, service-level agreements (SLAs), scheduling expectations, and case activity requirements. Escalate unresolved issues promptly to ensure appropriate follow-up.
- Service Delivery and Billing: Perform time-and-materials work when required, ensuring services outside existing support agreements are accurately documented and billed.
- Customer Advisory and Service Development: Identify opportunities for additional support services, hardware upgrades, and technical consulting that address customer needs and improve infrastructure performance.
- Continuous Improvement: Contribute to effective support operations by following established procedures, adapting to changing priorities, and maintaining consistent service quality across multiple customer environments and time zones.
Requirements
- Professional Experience: At least three years of experience in a customer-facing technical support, hardware support, or infrastructure support role. Experience in retail, automotive, or technology environments is preferred.
- Hardware Expertise: Hands-on experience troubleshooting and supporting servers, desktop computers, printers, scanners, RF devices, POS systems, and related peripherals.
- Operating Systems: Working knowledge of Microsoft Windows operating systems, Linux fundamentals, and basic client/server technologies.
- Networking Fundamentals: Understanding of TCP/IP, DNS, VPNs, routing, firewalls, remote access technologies, and internet service provider troubleshooting.
- Analytical and Troubleshooting Skills: Strong diagnostic and problem-solving abilities, with the capacity to investigate complex technical issues, identify root causes, and implement effective solutions.
- Customer Service and Communication: Excellent verbal and written communication skills, including the ability to explain technical problems and resolutions clearly to customers with varying levels of technical knowledge.
- Organization and Prioritization: Ability to manage multiple support requests simultaneously, maintain accurate documentation, and prioritize work according to urgency and service-level expectations.
- Adaptability and Collaboration: Comfortable working independently in a remote environment while collaborating with colleagues, external vendors, and customers across different time zones.
- Preferred Technical Experience: Familiarity with Linux environments, retail technology, POS systems, and hardware deployments is an advantage.
- Preferred Support Experience: Previous experience in ticket-based support operations or SLA-driven service environments is desirable.
- Additional Qualifications: Relevant technical certifications or experience with advanced networking and security technologies are beneficial.
- Work Arrangement: Must be able to work remotely from the United States and provide reliable, customer-focused technical support in a full-time position.
Benefits
- Annual Salary: $55,000–$89,000, depending on experience, qualifications, and relevant market factors.
- Remote Work: Fully remote position, offering flexibility to work from a location within the United States.
- Health and Wellness: Comprehensive health and wellness benefits designed to support employees' overall well-being.
- Career Development: Access to free LinkedIn Learning licenses, professional development resources, and opportunities to expand technical expertise.
- Mentorship and Learning: Opportunities to participate in mentoring programs, continuing education, and structured career development.
- Internal Mobility: Opportunities to pursue internal career advancement, with approximately 25% of positions filled internally.
- Work-Life Balance: Workplace policies that encourage employees to take time off, recharge, and maintain a sustainable work-life balance.
- Inclusive Work Environment: The opportunity to collaborate with a diverse, global team that values innovation, knowledge sharing, and teamwork.
- Career Growth: Exposure to a broad range of customer infrastructure environments, technical challenges, and emerging technologies.