Associate Support Engineer

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 6,500 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

The IT Service Desk Specialist serves as the first point of contact for employees seeking technical assistance and support from Global IT. As a member of the Service Desk team, you will provide exceptional customer service while diagnosing, troubleshooting, and resolving a wide range of IT issues and service requests.

In this role, you will support users through multiple channels, including phone, email, chat, and ticketing systems, ensuring issues are resolved efficiently or escalated appropriately. You will be responsible for delivering a positive support experience while maintaining service levels, documenting activities accurately, and following established IT processes and procedures.

The ideal candidate is customer-focused, technically inclined, and thrives in a fast-paced environment. They are able to communicate effectively with users at all levels of the organization, demonstrate strong analytical and problem-solving skills, and take ownership of issues from initial contact through resolution or escalation.

As the face of Global IT support, the Service Desk Specialist plays a critical role in maintaining productivity across the business by providing reliable technical assistance, contributing to knowledge management, and collaborating with teams across the organization to deliver exceptional service.

What You’ll Do

Core Technical Responsibilities

• Serve as the first point of contact for all IT incidents and service requests through phone, email, chat, and ticketing systems.
• Log, classify, prioritize, troubleshoot, and resolve incidents and requests in accordance with established SLA and ITIL practices.
• Provide first-level technical support for:
• Windows and macOS operating systems
• Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint)
• Password resets and account unlocks
• Multi-Factor Authentication (MFA)
• Basic Active Directory and Azure Entra user account issues
• Hardware and software troubleshooting
• VPN and remote access connectivity
• Perform initial diagnosis and troubleshooting to achieve first-contact resolution whenever possible.
• Escalate unresolved issues to appropriate Level 2, Level 3, or specialist teams while ensuring complete documentation of troubleshooting activities.
• Monitor service queues and ensure tickets are updated, assigned, and resolved within established service levels.
• Follow knowledge articles, standard operating procedures, and documented troubleshooting guides.
• Create and update knowledge base documentation to support continuous improvement and knowledge sharing.
• Maintain accurate ticket documentation, including issue details, troubleshooting performed, and resolution outcomes.
• Identify recurring issues and suggest process improvements to improve customer experience and operational efficiency.
• Collaborate with IT teams globally to ensure seamless support and service delivery.

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 IT problem or project.

Specifically:

Technical Skills

• Working knowledge of Windows 10/11 and macOS.
• Basic understanding of Active Directory, Azure Entra ID, and account management concepts.
• Experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Familiarity with ITSM platforms such as Jira Service Management, ServiceNow, Freshservice, or similar ticketing systems.
• Knowledge of networking fundamentals, including:
• VPN connectivity
• Wi-Fi troubleshooting
• Basic understanding of hardware troubleshooting for laptops, desktops, docking stations, monitors, printers, and mobile devices.
• Understanding of IT security best practices, password management, MFA, and access controls. Experience working with knowledge management tools and documentation platforms.

Experience & Qualifications

• 2-3 years of experience in a Service Desk, Help Desk, Technical Support, or IT Support role.
• Experience supporting users in a corporate IT environment.
• Proven ability to troubleshoot and resolve common hardware, software, and account-related issues.
• Experience working within SLA-driven support environments.
• Strong customer service orientation with a commitment to delivering a positive user experience.
• Ability to work independently while also collaborating effectively with global teams.
• Excellent written and verbal English communication skills.
• Associate degree or equivalent experience preferred.
• Industry certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or similar certifications are considered a plus.