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# Enterprise Support & Solutions Admin II

- **Company:** ACV Auctions
- **Location:** Austin, TX, United States
- **Experience:** Experienced
- **Salary:** $49,000.0 - $60,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, JIRA, Cyber Security, Issue Tracking Systems, Interaction Design, Mixpanel, Remote Service Software, Enterprise Software Applications, Okta, Information Technology, Slack, Gsuite, Zendesk, Pagerduty
- **Published:** July 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=941c68941bf6e811

## About the Role

* High School or GED - required
 * 2 - 3 year(s) Industry experience in a fast-paced, high-energy environment
 * Ability to read, write, speak and understand English.
 * Experience supporting remote users over phone, email, chat and text
 * Experience supporting enterprise systems and applications with a 24/7 user base
 * Experience using and troubleshooting both Windows and Mac operating systems
 * Experience supporting mobile iOS devices, like iPhones and iPads
 * Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
 * Ability to take ownership of user interactions and be proactive when dealing with user issues
 * Ability and desire to learn new technologies and skills
 * Ability to deal tactfully with persons in authority, co-workers, and members of the public
 * Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plus
 * Familiarity with ITIL standards and IT Security compliance standards and practices is a plus

## Description

The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of our IT support services. The Enterprise Support & Solutions Administrator II will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.

What you will do:

 * Actively and consistently support all efforts to simplify and enhance the customer experience.
 * Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents
 * Provide first level, basic to intermediate technical support to users of ACV's platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools
 * Gather information to identify and assess the nature of incidents and problems
 * Record incidents in support ticketing system to maintain a log for escalation to other teams
 * Escalate complex issues to higher-level technical resources as needed
 * Develop and maintain documentation to facilitate self-service problem solving and process improvement
 * Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required
 * Stay current with industry trends and emerging technologies to provide informed technical support.
 * Perform additional duties as assigned.


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