Technical Support Technician - CR

Job description

Job Summary: At TD SYNNEX-SHYFT: The Technical Support Technician is responsible for OEM equipment repair; this includes 24x7 technical support of client enterprise server, retail point-of-sale (POS) equipment, and network infrastructure, ensuring optimal performance and minimal downtime; and network infrastructure. This position includes perform technical triage for retail customer incidents, remote troubleshooting 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. System logs consist of multiple interactions across system hardware and software. Reviewing log data helps identify security breaches and component failure. Knowledge in point of sales equipment. Being backup for CSR team when required. Remote support for audio and video (hardware and software). 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. Maintain accurate records of incident transactions and perform triage to implement service restoration. Accurate ticket management is essential to maintain operations and mitigate system failure. Technical data is used track IT equipotent and system efficiency. This data allows management to forecast workload and manage resources. Demonstrate strong troubleshooting techniques to expedite service restoration. OEM troubleshooting techniques follow a systematic approach to identify a problem and create a technical plan to execute a repair and resolve the problem. provide remote guidance to the field engineer on how to implement a repair and restore service. 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. This requires collaboration using our ticketing system across technical teams and management. OEM ticket escalation between L2 and L3 is based on complexity and adherence to service SLA’s Collaborate with service management teams to determine how to respond to many different service requests. Working directly with sales on customer entitlement to replace faulty hardware. Interact directly with parts logics to ensure the correct part is identified and shipped to the customer. Also work directly with field engineers at the customers premises and provide technical guidance to restore service. Determine system failure and manage incidents to achieve agreed SLA’s. This involves notifying management if service SLA’s are at risk and keeping the customers updated on progress with service restoration. An L2 technician support field engineers remotely and may also travel to the customer promises to help the field engineer resolve difficult technologies or system configurations. Work with POS equipment, determining failures and providing remote troubleshooting and/or hardware replacements if needed. Technicians participate in an on-call 24x7x365 rote providing technical support globally. Staying current with new technologies and OEM systems is critical, are responsible to attending OEM system training and obtain product certifications as defined in service contracts. 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. 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 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 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. At Shyft Global Services, a TD SYNNEX Company, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact. #DNS 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.