CW L2 Support Tech Deskside Support (893185)

Description: Toyota is looking for a motivated, organized individual who can work collaboratively to support a program hypercare helpdesk. The program is currently in the final phase of market testing and will be moving towards general availability and a national launch. This individual will have the opportunity to shape a repeatable hypercare approach, work directly with program stakeholders and development teams, while engaging with Toyota/Lexus dealers. To include:Answering SmartPath Dealer phone callsProvide Level 1 troubleshooting supportEscalation to SME's, Development teams and Service Desk as requiredMonitor incident queue to ensure they escalated issues are being resolvedWork collaboratively with other application teamsDocument hypercare support desk methodologyReview and maintain SmartPath program knowledge base articlesUnderstand SmartPath program goals and associated stakeholder expectationsReview and document Dealership feedback for future enhancement consideration, as required Requirements: Strong knowledge of Windows 7 and 10Strong knowledge of Microsoft Office applications (2016 Outlook, Skype, Excel, Word, PowerPoint, Visio)Strong knowledge of computer hardwareRequires frequent interface with the user communityExcellent troubleshooting, problem solving and root cause analysis skillsExceptional customer serviceSelf-starter and be able to follow defined corporate processes and policiesStrong team worker, with excellent organization and time management skillsProfessional demeanor with excellent written/verbal communication skillsMust possess a high level of quality and attention to detailAbility to work rotating shifts and overtimeService Desk experience is a plus Service Now ticketing system is a plus

Created: 2026-04-02