Technical Support Technician - CR

Technical Support Technician

At TD SYNNEX-SHYFT, the Technical Support Technician is responsible for OEM equipment repair; this includes 24x7 technical support of client enterprise server and network infrastructure.

This position includes consulting with onsite technicians and customers to solve complex issues and restore service availability, this includes optimizing system performance and proactively identifying potential hardware issues.

Essential Duties & Responsibilities Required:

• Review OEM system logs and research system configurations and network technologies.

• Maintain accurate records of incident transactions and perform triage to implement service restoration.

• Demonstrate strong troubleshooting techniques to expedite service restoration.

• Provide timely service updates and communicate clearly when addressing customer questions and concerns.

• Provides courteous, professional support to both internal and external customers on a wide variety of technical issues.

• Alignment with IT escalation procedures are critical to improve operational efficiencies.

• L2 technicians collaborate with service management teams to determine how to respond to many different service requests.

• L2 technicians determine system failure and manage incidents to achieve agreed SLAs.

• L2 technicians participate in an on-call 24x7x365 rote providing technical support globally.

• Staying current with new technologies and OEM systems is critical, L2 are responsible to attending OEM system training and obtain product certifications as defined in service contracts.

Other Duties & Responsibilities:

• Additional duties as assigned

• Meets attendance and punctuality standards

Required Knowledge, Skills & Abilities:

• Able to recognize and attend to important details with accuracy and efficiency.

• Able to communicate clearly and convey necessary information.

• Able to converse and write effectively in English and Spanish.

• Able to create and conduct formal presentations.

• Able to interact effectively with all levels of management.

• Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results.

• Possesses strong organizational and time management skills, driving tasks to completion.

• Able to constructively work under stress and pressure when faced with high workloads and deadlines.

• Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.

• Able to work independently with minimum supervision.

• Able to maintain confidentiality of sensitive information

• Able to be immobile for long extended periods.

• Able to build solid, effective working relationships with others.

• Able to quickly learn new systems and technology.

• Able to use relevant computer system applications at an advanced level.

Minimum Educational/Experience Requirements:

• High School Diploma/GED (Bachillerato en Educación Media) required.

• Technical with Computer or Network Certificate field of study required.

• 3+ years of relevant work experience.

Additional Education/Previous Experience Recommendations:

• Associate Degree with Computer or Electrical Engineering Certification Field of Study preferred.

• Computer Science or Network and Server Certifications preferred.

Working Conditions:

• Professional environment.

• Occasional non-standard work hours or overtime as business requires.

Key Skills: Communication, External Customers, Service Requests, Technical Knowledge, Technical Support, Troubleshooting

What's In It For You?:

• 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.

Don't meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.