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Network Support Specialist III

Date:  Apr 4, 2021
Location: 

Portland, OR, US, 97203

83383

About CDK Global, Inc

CDK Global (NASDAQ:CDK) is a leading provider of integrated data and technology solutions to the automotive, heavy truck, recreation and heavy equipment industries. Focused on enabling end-to-end, omnichannel retail commerce through open, agnostic technology, CDK Global provides solutions to dealers and original equipment manufacturers, serving nearly 15,000 retail locations in North America. CDK solutions connect people with technology by automating and integrating all parts of the dealership and buying process, including the acquisition, sales, financing, insuring, parts supply, repair and maintenance of vehicles. Visit cdkglobal.com.

POSITION SUMMARY

 

A Network Technical Support Specialist is an experienced individual who troubleshoots and diagnoses complicated and complex problems to resolution.  This position requires a high focus on Customer Service and on projects.  The individual needs to successfully represent the entire support organization. The Network Technical Support Specialist has the ability to, develop and implement complex network solutions to resolve client problems. 

 

The position implies extensive technical expertise coupled with ingenuity, product knowledge, industry knowledge, and leadership skills. This position works across technical disciplines, critical client problem management, defect isolation and resolution, with telecommunication companies and other external vendors, software products, and the ability to fundamentally analyze business processes.  Performs tasks using formal network design, implementation, development, and support methodologies specific to industry standards and departmental procedures.  The Network Technical Support Specialist makes decisions regarding project priorities. Works with the documentation, training, and R&D teams to ensure field product readiness. 

 

MAJOR ACTIVITIES AND RESPONSIBLITIES

 

  • Troubleshoot, analyze, prioritize and resolve and/or facilitate resolutions for all types of customer problems dealing with all networked and/or voice environments.  Use superior customer service and project management skills by keeping a positive, caring, can-do attitude and by keeping all appropriate parties updated.

 

  • Provides technical and/or consulting leadership with extensive knowledge of support, products, applications, methodologies, and technologies and how these technologies interact.

 

  • Improve network functionality, quality, or development and support productivity with advanced network engineering techniques or tools, utilities, and staying current with technology advancements in field of expertise.

 

  • Review and provide input to technical writers, training developers on application specific publications, on-line help implementation, and if appropriate, training class development.

 

  • Provide direct assistance to junior level associates.  May be asked to provide some input to associate performance appraisals.

 

  • Generally assigned to critical projects and complex problems.

 

  • Responsible for wide range of network, hardware and operating system knowledge and staying current, at an expert level, with technology advancements in field of expertise.

 

  • Fully utilize the internal databases available such as defect tracking, source control, Confluence, call tracking, etc.

 

  • Fully utilize external databases, provided by vendors, to diagnosis and resolve complex networking problems as well as registering the appropriate defects with these vendors.

 

  • Act as a resource and partner to all internal organizations.  Attend walk-through, project/product meetings, standups, launch meetings, and defect reviews as needed to give input from a Technical Support Field Support impact viewpoint.  Perform publication reviews as needed.

 

  • Organize technical information.  Write, review and publish technical documentation at an expert level.

 

  • Train fellow Technical Support associates on product releases, updates, or changes in industry technology. Have an expert understanding of troubleshooting CDK products and be able to assist with training less tenured associates.

 

  • Take on special projects as assigned or suggested by self and approved by management. 

 

  • Provide technical and consulting leadership by using level knowledge of networks, system, programming and data processing technology.

 

  • Project involvement includes high impact and high focus projects.  Estimated project involvement time is 25-30%.

 

QUALIFICATIONS

 

Education:

 

  • Must have the ability to read, write and speak English fluently. Spanish and French are desirable
  • Must have Cisco Certified Networking Professional, CCNP or equivalent experience.
  • It is desirable to hold three or more industry recognized certifications Example:
  • Cisco Certified Internetwork Expert, CCIE
  • Cisco Certified IP Telephony Support Specialist, CIPT
  • Cisco Certified Design Associate, CCDA
  • Cisco Certified Networking Associate, CCNA
  • Microsoft Certified System Engineer, MCSE
  • Microsoft Certified Professional, MCP
  • Redhat Certified Systems Engineer, RCSE

 

Knowledge and Skills:

 

  • 5-7+ years network support, design, implementation, or support experience required.  A strong level of understanding of support, network design, and/or analysis expected at this level. 
  • Python experience is a plus 
  • Committed to providing excellent customer service
  • Superior verbal and written communications skills.
  • Ability to effectively communicate technical concepts to both technical and non-technical audiences.
  • Experience in systems integration with an emphasis on common core routing and switching technologies, wireless, voice, and security.
  • Experience with variety of industry network equipment, designs, tools, protocols, and operating systems, in addition to the CDK developed products is required.
  • Extensive technology and/or industry knowledge required.
  • Solid understanding of data center architecture, design, implementation and support.
  • Ability to handle multiple projects simultaneously.
  • Strong knowledge of automotive manufacturer dealer communications systems.
  • Strong mechanical aptitude as well as electrical and data communications theory understanding.
  • Excellent interpersonal skills to deal with diverse personalities and work styles; ability to handle high stress situations.
  • Thorough understanding of internal CDK support structures and available resources.
  • Ability to work with external senior engineers and vendor providers to resolve complex connectivity issues.
  • Ability to troubleshoot technical problems, demonstrate problem solving and resourcefulness in obtaining information. Ability to quickly assimilate complex problems and develop a resolution strategy.
  • Ability to articulate CDK business concerns to client and Senior Management.
  • Ability to work as a team member, and with limited supervision.
  • Ability to adapt to shifting priorities and be able to handle multiple tasks simultaneously.
  • Demonstrated time management and completion of tasks to a definite deadline.
  • Ability to establish and meet realistic development schedules.
  • Must have leadership abilities.

 

 

INTERNAL AND EXTERNAL CONTACTS

This position often serves as the department or organization spokesperson and is a prime technical contact on contracts and projects.  Often interacts with senior external personnel on significant technical matters requiring coordination between organizations.  Examples of contacts include:

 

Internal:

Product or project team members will include Product Marketing, CTA. NIS, NDC, NS, MS, FE, Client Training, Associate Training, as well as internal or external R&D development groups.

 

   External:

Dealerships, automobile manufacturers, telecommunication companies, network, software, hardware vendors and external development partners or acquisitions.

 

                       

DISCRETION/LATITUDE

Incumbent works under consultative direction in completing technical objectives of assignment and is often required to assume a leadership role on important projects.  May be assigned as the key technical troubleshooter on critical accounts.  Individuals in this position are the recognized “expert” within the Field Operation in their specific area of knowledge. Will make project/product decisions that can only be overridden by Chief Technology Officer, Senior Vice President Product Marketing, or Senior Vice President North American Operations.

 

 

SUPERVISORY RESPONSIBILITIES

  • None

 

 

 

OTHER POSITION REQUIREMENTS

May be required to conduct presentations for clients and/or CDK Senior management.  Must be able to make project/product decisions based on technical facts, which will have client, business, or organizational impacts.


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At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  


Nearest Major Market: Portland Oregon

Job Segment: Network, Telecom, Telecommunications, Consulting, Cisco, Technology

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