IT Support Specialist Who We Are Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life's other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 10,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms, and automation. For more information, please visit solera.com.
The Role This role is based at the Sevilla office in Spain and is our Center of Excellence. It calls for an individual that is very highly motivated, experienced in support, and able to manage multiple and competing priorities while remaining calm under pressure. The role encompasses all activities and technologies related to a leading-edge enterprise office environment, including user on/offboarding, desktop and mobile hardware/software (Windows, Mac, iOS & Android), AV distribution, vendor management, and networking. There is no such thing as a typical day; each will be different, some will be reactive, and other days will be driving forward to ensure stability and consistency in all the technology platforms.
What You'll Do On/Offboarding of users (Account creation/disabling, Laptop Configuration, Shipping/Return, ITAM)Support the end-user community, comprising of knowledge workers (including remote workers).Help resolve software and hardware issues, desktop and mobile, following established procedures or developing innovative new solutions to user problems.Support the office technology platforms, including wireless and wired networks, conference room technology (Zoom and Microsoft Teams), automation systems, and AV streaming technology.Provide white-glove IT support at events held in the office and other locations.Be current with the latest software (predominantly the entire Microsoft M365 suite, but also awareness of other typical enterprise apps, such as Jira/Atlassian/Asset Panda/AD Manager)Asset Management (Collaboration with the Asset Lifecycle Team)End-Point Management (Intune)Leverage vendor support wherever possible to offer the best solution quickly.Be OS agnostic; we love Mac and Windows equally.Other Requirements Be diligent in ensuring support tickets are closed within SLA, with meaningful information.Use AD tools to complete user onboarding and off-boarding.Perform other user activities, such as mailbox moves, changes to phone set-up, etc.Deployment of hardware using Intune and Autopilot.Do everything with data security and SOX compliance in mind.Participation in ISO/SOX/SOC Security Audits to cover for IT-BS tasks.Ensure that all bespoke setups and new procedures are clearly documented to ensure consistency within the team.Relentlessly look for ways to improve what we do. Challenge the status quo.5% Ability to travel in the EMEA region.What You'll Bring This person needs to come from a multi-disciplined background and be able to work at all levels within the company, on any type of IT problem or project. Specifically:
Strong and proven experience with user support in a mixed-vendor, mixed-OS environment.Ability to earn trust and build relationships at all organizational levels.Ability to effectively manage multiple priorities.Good verbal and written communication skills; well presented.Creativity and the capacity to innovate.Must-haves: Minimum of 2 years MacOS & iOS support experience in a corporate environment.Minimum of 5 years Windows support experience in a corporate environment.Fully conversant with Mac & PC hardware, iOS hardware, and related accessories.Strong and demonstrable experience with the full Office365 suite.Prior experience with Zoom and Microsoft Teams conferencing (Zoom Rooms & MTR).Local to the office in Westlake, with the ability to travel at short notice when required.Able to prioritize based on impact and urgency.Desirable Specific experience with Office365 from an administration point of view.Familiarity with Intune, Azure AD, AD on-prem, Exchange, Jira, AD Manager, Atlassian Tool Set.ITAM Experience.OneDrive & SharePoint troubleshooting.Network troubleshooting.All other related and/or additional responsibilities that may be required or assigned.It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to, or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
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