Support Engineer

About the job

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 We are seeking a highly skilled and customer-focused IT Remote Services Specialist to join our Global IT Business Services team. This role serves as the primary escalation point for incidents and service requests requiring advanced technical troubleshooting, account administration, and endpoint management support.

The successful candidate will provide second-level support for a wide range of hardware, software, identity, collaboration, and endpoint management technologies. Working closely with the Service Desk, Infrastructure, Security, and other Global IT teams, the Remote Services Specialist is responsible for resolving complex technical issues, managing user access and device lifecycles, maintaining technology compliance, and ensuring a seamless end-user experience.

This position requires strong technical expertise, excellent problem-solving skills, and the ability to manage competing priorities in a fast-paced global environment. The ideal candidate is proactive, detail-oriented, and committed to continuous improvement, operational excellence, and exceptional customer service.

What You’ll Do

Core Responsibilities: Technical Support & Escalation Management

- Provide advanced second-level support for incidents and service requests escalated from the Global IT Service Desk.

- Troubleshoot and resolve complex hardware, software, operating system, networking, and collaboration platform issues.

- Perform root cause analysis and implement solutions to prevent recurring issues.

- Ensure support requests are handled efficiently while meeting established service level agreements (SLAs).

- Collaborate with infrastructure, security, and application support teams to resolve cross-functional technical issues.

Identity & Access Management

- Administer user accounts and access requests in accordance with company security policies and compliance requirements.

- Manage account provisioning, modifications, and deprovisioning processes for employees, contractors, and third-party users.

- Support Active Directory and Azure Entra identity management activities, including group memberships, permissions, and access reviews.

- Assist with access-related audits and compliance activities.

Microsoft 365 & Collaboration Support

- Provide administration and support for Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.

- Troubleshoot email, conferencing, collaboration, and communication platform issues.

- Support conference room technologies and collaboration devices.

Continuous Improvement & Documentation

- Create, maintain, and improve technical documentation, procedures, and knowledge base articles.

- Identify opportunities to automate repetitive tasks and improve service delivery processes.

- Mentor and provide technical guidance to Service Desk Specialists.

- Contribute to operational excellence initiatives across the IT Business Services organization.

What You'll Bring

Technical Skills :

- Advanced knowledge of:

- Windows 10/11

- macOS

- Active Directory

- Azure Entra ID

- Microsoft 365 Administration

- Exchange Online

- Microsoft Teams

- Microsoft Intune

- Experience managing identity and access controls within enterprise environments.

- Strong understanding of endpoint management, device provisioning, and software deployment practices.

- Familiarity with ITIL incident and request processes.

- Experience working within ITSM platforms such as Jira Service Management, ServiceNow, or similar solutions.

Experience & Qualifications

- Minimum 3 (to 5) years of experience in IT Support, Service Desk, Desktop Support, or Remote Support roles, preferably within a global organization.

- Proven experience providing advanced technical support in a multi-platform environment.

- Experience administering Active Directory, Azure Entra, and Microsoft 365 environments.

- Demonstrated ability to troubleshoot complex technical issues and drive them to resolution.

- Strong analytical, organizational, and problem-solving skills.

- Excellent customer service, communication, and interpersonal skills.

- Strong documentation and knowledge-sharing capabilities.

- Ability to work independently and collaboratively within a global support organization.

- Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals, or equivalent certifications are preferred.