Assoc Technical Support Analyst at CDK Global

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AutomotiveIndustries

Requirements

CCNA Certification or equivalent experience required
Work experience designing, installing or supporting core network infrastructure (routers, switches, wireless) for 1+ years
Strong Cisco command line knowledge
Understanding of WAN connectivity concepts (T1, VPNs, MPLS etc.)
Understanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP
1 year of user support or implementation experience within a technical support organization or field service organization
Excellent customer service skills via phone and chat
Strong problem-solving ability
Strong negotiation skills
Proven ability to lead by example and affect a positive change among peers
Associate Degree or commensurate experience
1-2 years of technical support experience with client contact
Knowledge of PC hardware and software and mobile devices (Smartphones/iPads)
Experience using a ticketing system such as Salesforce, Service Now, Clarify, Remedy, or Footprints
Knowledge of Unix/Linux/SQL
Troubleshooting knowledge of wireless infrastructure
Experience managing and troubleshooting Fortigate filtering devices
Experience with VeloCloud or other SDWAN technologies
Willing to work on overlap with US timings (6.30 PM IST - 3.30 PM IST)
Automotive industry experience a plus

Responsibilities

Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
Troubleshoots problems with malfunctioning software applications and recommends corrective action
Directs and guides clients through resolution of technical issues
Submits requests for product changes and other custom programming updates
Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
Attends training courses as required and stay abreast of evolving internal processes and industry developments
Provides customer service and remote support services and applies problem solving skills
Works in a team environment and assist team members on various issues
Provides other ad hoc support and duties as assigned
Works in an environment with competing priorities

Skills

Key technologies and capabilities for this role

CCNACisco CLIRoutersSwitchesWirelessWANT1VPNsMPLSLANOSPFEIGRPBGPPC hardwarePC softwareMobile devicesCustomer serviceTroubleshooting

Questions & Answers

Common questions about this position

What certifications or experience are required for this role?

CCNA Certification or equivalent experience is required, along with 1+ years of work experience designing, installing, or supporting core network infrastructure like routers, switches, and wireless. Additional requirements include strong Cisco command line knowledge, understanding of WAN and LAN connectivity concepts, and 1 year of user support or implementation experience.

What are the work hours for this position?

Candidates should be willing to work on overlap with US timings from 6.30 PM IST to 3.30 PM IST.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does CDK Global's company culture emphasize?

CDK believes inclusion and diversity are essential, encouraging openness, curiosity, and different views so everyone can be their best selves and make an impact. They are committed to creating an inclusive workforce as an Equal Opportunity Employer.

What makes a strong candidate for this Associate Technical Support Analyst position?

Strong candidates will have CCNA certification or equivalent, 1+ years in network infrastructure support, excellent customer service and problem-solving skills, and experience with ticketing systems and tools like Unix/Linux/SQL. Automotive industry experience is a plus, along with the ability to work US overlap hours.

CDK Global

Integrated software solutions for automotive retail

About CDK Global

CDK Global provides integrated software solutions specifically designed for the automotive retail industry. Their products help auto dealerships manage various operations such as billing, customer relationship management (CRM), inventory management, and service scheduling. By using these software tools, dealerships can streamline their processes, improve customer experiences, and increase sales. Unlike many competitors, CDK Global focuses on the unique challenges of the automotive market, including the transition to electric vehicles (EVs), and tailors its solutions to meet these evolving needs. The company's goal is to enhance the efficiency and productivity of its clients through advanced technology, ultimately driving the automotive retail industry forward.

Hoffman Estates, IllinoisHeadquarters

1972Year Founded

IPOCompany Stage

Automotive & Transportation, Enterprise SoftwareIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Vacation

401(k) Company Match

Tuition Reimbursement

Risks

Tekion's lawsuit could lead to significant legal expenses and reputational damage.

Antitrust lawsuit resulted in a $100 million payout, indicating potential legal vulnerabilities.

Cybersecurity breach impacted major clients, potentially leading to loss of trust and business.

Differentiation

CDK Global specializes in integrated software solutions for the automotive retail industry.

The company offers a subscription-based model for its software solutions.

CDK Global focuses on EV transition challenges, tailoring solutions for evolving industry needs.

Upsides

Increased focus on cybersecurity can enhance CDK Global's reputation and client trust.

Digital transformation in automotive industry presents opportunities for expanding software offerings.

Rise of EVs creates demand for specialized dealership software solutions by CDK Global.

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