Advanced IPT (Internet Protocol Telephony) Technical Support Specialist

About the Position

Advanced IPT (Internet Protocol Telephony) Technical Support Specialist

• Employment Type: Full-time
• Location: Norwood, United States

We are seeking an Advanced IPT Technical Support Specialist to join CDK Global, one of the largest technology providers to the automotive industry. This role will provide national support for Internet Protocol Telephony (IPT) clients, systems, products, and initiatives by troubleshooting and resolving level II technical issues.

Responsibilities

• 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 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

Requirements

• Core Skills:
  • CCNA Required
  • CCNP is highly desirable
  • Advanced understanding of data center architecture, design, implementation, and support
  • Ability to troubleshoot technical problems, demonstrate problem-solving, and resourcefulness in obtaining information
  • Ability to work as a team member, contribute to good team dynamics, and work with limited supervision
  • Ability to adapt to shifting priorities and handle multiple tasks simultaneously
  • 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
  • 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
  • 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)
• 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
• Languages:
  • Must have the ability to read, write, and speak English fluently. Spanish and French language ability is desirable

Nice to Have

• BS/BA degree in Computer Science or equivalent work and educational experience

We Offer

• Join a global company with over 26,000 dealer sites in more than 100 countries
• Work in a fast-paced, non-bureaucratic environment that values work-family balance and flexible schedules
• Opportunities for challenges, growth, and advancement
• Be part of a team that is making a positive contribution to CDK's success

About the Company

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. We are looking to hire over 200 people by January in our new Center of Excellence in Norwood, OH!

GreenLight Your Career.

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