Infrastructure Support Specialist – Automotive, Retail

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver remote technical assistance and troubleshooting for customer hardware, peripherals, and network setups.

• Identify and resolve hardware, software, and network connectivity challenges.

• Coordinate repairs across both customer and hosted environments.

• Support and configure servers, PCs, scanners, printers, RF devices, POS systems, and associated peripherals.

• Conduct software troubleshooting and repair operations.

• Analyze connectivity issues related to ISPs, VPNs, firewalls, routing, and endpoint communications.

• Communicate technical insights, routing methodologies, and root causes to customers.

• Collaborate with customers, vendors, telecommunications providers, data center teams, and internal support groups.

• Document issues, troubleshooting processes, resolutions, escalations, and service actions.

• Escalate unresolved issues within service-level agreements.

• Manage support requests according to operational workflows and case activity expectations.

• Carry out time-and-materials work, including documentation and billing.

• Identify opportunities for additional support services, upgrades, and hardware consulting.

⛳️ Requirements

• A minimum of 3 years’ experience in a customer-facing technical or hardware support position, ideally in retail or technology sectors.

• Strong analytical and troubleshooting abilities for diagnosing intricate hardware, software, and network problems.

• Experience in supporting servers, desktops, printers, scanners, RF devices, and POS systems.

• Proficient knowledge of Windows operating systems, foundational Linux concepts, and basic client/server technologies.

• Understanding of TCP/IP, DNS, VPNs, routing, firewalls, remote access, and ISP troubleshooting.

• Exceptional communication and customer service skills.

• Capability to articulate technical issues to both technical and non-technical audiences.

• Ability to manage multiple priorities and adjust to evolving requirements.

• Willingness to work across various time zones.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Mentorship opportunities.

• Continuing education support.

• Focused career goal setting.

• Complimentary LinkedIn Learning licenses.

• Mentorship Program.

• Inclusive and global workplace culture.

• Work-life balance policies promoting time off.

• Assistance for international relocations and permanent residency processes.