Job Description

Summary and Purpose of Position

Reporting to the IT Team Lead, this position is responsible for supporting end users remotely and on-site at each dealership for all aspects of networking, system admin and internet needs as assigned throughout the dealer group in the lower mainland, BC. A minimum of 3 years experience is required.

Primary Duties and Responsibilities;

Hardware and Software Support:

• Install, configure and maintain hardware components including desktops, laptops, printers, scanners, and other peripherals

• Troubleshoot hardware issues and coordinate repairs or replacements as necessary

• Install, configure and update software applications used within the dealerships

• Ensure all software licenses are up to date and compliant with legal requirements

• Must be comfortable going under desks

Dealer Communication System (DCS)

• Monitor and maintain the DCS to ensure uninterrupted communication between dealerships and manufacturers

• Troubleshoot DCS connectivity issues and coordinate with service providers for resolution

• Train dealership staff on using DCS features effectively

Telephone Systems

• Administer and support VoIP telephone systems across multiple dealerships

• Configure extensions, voicemail and call routing per dealership requirements

• Troubleshoot and resolve telephone system issues promptly

Video Security Systems

• Install, configure and maintain video security systems to ensure the safety and security of dealership premises

• Investigate incidents as required by monitoring video feeds

• Coordinate with security vendors for system upgrades, new installations or maintenance

Office 365 Administratio n

• Manage user accounts and permissions within the Office 365 environment

• Provide support for Office 365 applications including Outlook, Word, Excel, PowerPoint, SharePoint, OneDrive

and Teams

• Experience in adding/removing users, assigning licenses, managing groups

• Troubleshoot Office 365 issues and escalate when necessary

Helpdesk Support

• Respond to IT support requests from dealership staff through the helpdesk ticketing system

• Provide timely resolution of technical issues related to hardware, software, and network connectivity

• Document support activities, solutions provided and follow up actions taken

Network Support

• Assist in managing and troubleshooting dealership network infrastructure

• Ensure network devices such as routers, switches, and access points are functioning properly

• Monitor network performance and escalate as needed

• Install, configure and maintain client VPN

• Ensure network equipment and server rooms are kept neat and tidy

Backup and Disaster Recovery

• Maintain backup solutions to protect dealership data

• Test backup integrity and perform data restores when necessary

• Maintain disaster recovery plans for IT systems

Documentation and Training

• Maintain accurate documentation of IT infrastructure, configurations and procedures

• Create user manuals and training materials for dealership staff on IT systems and applications

• Conduct training sessions for staff on new technologies and system updates

Vendor Management

• Coordinate with IT vendors and service providers for equipment purchases, repairs and maintenance

• Ensure service level agreements (SLAs) are met

• Obtain quotes and evaluate proposals for IT-related projects and purchases

Compliance and Reporting

• Ensure IT practices comply with industry regulations and dealership policies

• Prepare regular reports on IT operations, incidents and system performance

Assist in audits related to IT infrastructure and security compliance

General Accountabilities

• Follow established company policies and procedures

• Provide professional customer service and employee support

• Maintain composure and work effectively in a fast-paced environment

• Follow Health & Safety Program and observe provincial Occupational Health & Safety regulations

• Participate in meetings and all training, as required

Qualifications Required

Education

• Certificate or Diploma in the IT field, or equivalent experience

Skills

• Strong technical skills

• Strong troubleshooting skills

• Strong communication skills both written and verbal

• Creativity and problem-solving

• Ability to work in a team environment to achieve common goals

• Ability to take ownership of problems with a positive attitude and bring them to completion

• Ability to remain calm and focused under all circumstances to deliver exceptional service

Experience

•Minimum three (3) years in a technical service role. Dealership experience is considered an asset

Required License(s)and/or Certification(s)

Industry related training and certification as required

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