Salesforce Data 360 Technical Architect
VXForwardDesign Data 360 architecture, integrations, and Agentforce grounding layers for VXForward clients. Deliver enterprise technology solutions across data ingestion, identity resolution, and AI.
Open
OPENLANE operates digital wholesale marketplaces and connected services for the used-vehicle industry. Its B2B platform supports dealers, lenders, and commercial vehicle customers across the United States, Canada, and Europe, combining vehicle auctions and remarketing with inspection, inventory, pricing, data, transportation, title, recovery, and inventory-financing services. The company’s work sits at the intersection of automotive, marketplace technology, and business services.
Senior IT Support Analyst
Provide first-line IT support and basic security triage for OPENLANE employees across its digital used-vehicle marketplace. Troubleshoot hardware, software, access, and application issues while helping employees resolve incidents securely.
Description
- Provide first-line technical support and basic security triage for OPENLANE employees
- Troubleshoot issues with custom applications, hardware, software, and account access
- Manage weekday phone calls and email tickets in a busy, high-volume service desk
- Resolve at least 85% of incidents at first contact while verifying users and protecting access permissions
- Provide accurate, timely, secure support and maintain a CSAT score of at least 4.5
- Investigate root causes, recurring threats, and application problems; recommend lasting fixes, self-service options, or automation
- Review security and access requests, identify potential risks, process routine identity-management requests, and refer security incidents to Information Security
- Record incidents in ticketing systems and follow established escalation procedures
- Share knowledge and recommend ways to improve service desk workflows
Requirements
- At least five years of customer-facing experience, preferably in phone-based technical support
- Pursuing or hold a technical degree at associate level or above in Computer Science or Information Systems, an IT certification such as CompTIA A+, Network+, or Security+, or equivalent practical experience
- Basic knowledge of identity and access management, including Active Directory or Entra ID, secure password resets, phishing awareness, and endpoint security
- Proficiency with Windows, Google Workspace, and Microsoft Office
- Practical experience troubleshooting PC hardware, TCP/IP and LAN/WAN or Wi-Fi connectivity, network printers, and audio/video systems
- Familiarity with Windows Registry, .ini configuration files, and Control Panel settings
- Experience logging, tracking, and documenting incidents in ticketing systems such as ServiceNow
- Availability for weekday shifts between 6:45 AM and 8:15 PM, and overtime when required
- French fluency is a plus but is not required
Benefits
- Competitive compensation
- US medical, dental, and vision coverage with employer HSA contributions and FSA options
- Immediately vested 401(k) in the US or RRSP in Canada, with company match
- Paid vacation, personal, and sick time
- Paid maternity and paternity leave in the US
- Employer-paid short- and long-term disability, life insurance, and AD&D coverage in the US
- Employee Assistance Program
- Employer-paid Leap into Service volunteer day
- Tuition reimbursement for eligible programs
- Opportunities to build skills and share knowledge across a publicly traded global organization
- A culture that supports internal promotions, varied career paths, and career advancement
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