Job Description

Company Description:
Mojo Trek, an Inc. 5000 company, delivers an unparalleled recruitment experience, grounded in transparency and integrity. From midsize technology innovators to Fortune 50 powerhouse corporations, we help our clients build technology teams that make a difference, push the change forward, and develop software critical to their success.

About the Opportunity:

Join a Technology Service Operations team that uses ITIL-based service management to deliver strong IT governance, clear ownership, and a high-quality customer experience. This role provides advanced technical support across multiple locations and works closely with a wide range of stakeholders, including executives, vendors, internal teams, and onsite users.

You’ll operate in a service desk/call center environment handling escalations, troubleshooting, and break/fix, while also helping improve processes and efficiency through documentation and automation.

What You’ll Do

• Provide Tier 2 / advanced technical support for multi-site operations
• Troubleshoot hardware, software, networking, mobile, and telephony issues
• Serve as an escalation point and deliver VIP/white-glove support when needed
• Help manage Major Incidents and drive timely resolution
• Identify process gaps and implement improvements/automation
• Create and maintain support documentation (processes, procedures, troubleshooting)
• Mentor/train teammates and support shift operations/escalations
• Travel for onsite support as needed (potential for international assignments)

What You Bring

• 5+ years of IT support experience (service desk/call center preferred)
• Strong knowledge across Windows, macOS, networking, applications, mobile, and telephony
• Familiarity with ITIL service management (ITIL cert preferred)
• Strong troubleshooting, communication, and customer service skills
• Detail-oriented, adaptable, and able to prioritize in a fast-paced environment
• Automotive retail / OEM hardware-software experience is a plus
• Bachelor’s in IT (or related) preferred, or equivalent experience/certifications

Location: Temple Terrace, FL 33637
Travel: Regular travel required
Salary range: $70,000–$80,000