TD SYNNEX

Technical Support Technician II

TD SYNNEX

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Perform technical triage for retail customer incidents.
  • Troubleshoot customer incidents and achieve contract SLA.
  • Achieve financial savings through remote triage/support.
  • Provide courteous, professional phone support to both internal and external customers on a wide variety of technical issues such as product features and specifications and /or problem resolution.
  • Perform case/ticket entitlement, track part delivery, and support onsite technicians.
  • Ensure all issues are resolved in compliance with SLAs and provide regular status updates align with ITIL standards.
  • Maintain/document accurate records of incident transactions and triage performed to implement service restoration.
  • Create and maintain documentation for field service operations and installation/upgrade procedures.
  • Review system logs and perform basic troubleshooting to restore service.
  • Create POA’s (plan of action) and remotely support onsite technicians to implement a service repair.
  • Diagnose and resolve hardware incidents for POS systems, Self-Checkout systems, network equipment, desktops, servers, and peripherals, collaborate with OEM vendors and/or customers as needed.
  • Support standard software configurations, troubleshooting, loading, and configuring software images, applications, and drivers.
  • Support hardware swaps (registers, printers, mobile scanners) and in-store device reimaging.
  • Travel customers’ location to assist with new system installs and complex services repairs as needed.

Requirements

  • >3 to 5 Years of relevant work experience
  • Bachelor's Degree in Computer Science or Information Technology is required
  • Bachelor's Degree in Computer Science or Information Technology is preferred
  • Point-of-Sale (POS) and/or Self-Checkout qualifications
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
  • Hands-on experience troubleshooting Point-of-Sale (POS), Self-Checkout, computers, networks.
  • Communicate professionally by phone, email or in person.
  • Proper phone etiquette for customer service
  • Able to use common office equipment.
  • Possesses strong data entry skills.
  • Able to demonstrate complex problem solving, critical thinking, and decision-making.
  • Able to recognize and attend to important details with accuracy and efficiency.
  • Able to interact effectively with high levels of management (managers & above.)
  • Able to communicate clearly and convey necessary information.
  • Understand, communicate, and collaborate effectively with people across various identities.
  • Possesses strong organizational and time management skills, driving tasks to completion.
  • Able to adjust readily to change and adapt as needed.
  • Able to constructively work under stress and pressure when faced with high workloads and deadlines.
  • Able to work independently with minimum supervision.
  • Able to maintain confidentiality of sensitive information.
  • Able to effectively multi-task.
  • Able to collaborate and build solid, effective working relationships with others.
  • Able to quickly learn/adapt to new systems and technology.
  • Able to use relevant computer systems and applications at an advanced level.
  • Able to talk on the phone (or wear a headset) for long periods of time.
  • Ability to stay aware and alert while performing work.
Benefits
  • Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
  • Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
  • Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
  • Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
  • Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
  • Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical triagetroubleshootingincident resolutioncase/ticket entitlementhardware diagnosticssoftware configurationdata entryproblem-solvingcritical thinkingdecision-making
Soft skills
analytical skillscommunicationcustomer serviceorganizational skillstime managementadaptabilitystress managementindependenceattention to detailcollaboration
Certifications
Bachelor's Degree in Computer ScienceBachelor's Degree in Information TechnologyMicrosoft 365 Certified: Modern Desktop Administrator Associate