Td Synnex
TechnicalSupportTechnician
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Technician at Td Synnex. Skills: Technical support, Troubleshooting, System logs analysis, Customer support. Repair OEM equipment. Provide 24x7 technical support”
What You'll Achieve.
Restore service availability; Achieve agreed SLA’s; Improve operational efficiencies
Industry & Context.
Solve complex issues; Optimize system performance; Proactively identifying potential hardware issues; Analyze logs; Troubleshooting techniques; Identify a problem; Create a technical plan; Execute a repair; Resolve the problem; Determine system failure
24x7 technical support, On-call 24x7x365 rota, May also travel to customer premises, Be immobile for long extended periods
What They're Looking For.
Must Have
Technical with Computer or Network Certificate field of study required, 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 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
Nice to Have
Associate Degree with Computer or Electrical Engineering Certification Field of Study preferred, Computer Science or Network and Server Certifications
What You'll Do.
Provide 24x7 technical support
Consult with technicians and customers
Restore service availability
Optimize system performance
Identify potential hardware issues
Review OEM system logs
Research system configurations
Maintain incident records
Implement service restoration
Expedite service restoration
Provide remote guidance
Provide timely service updates
Address customer questions
Improve operational efficiencies
Determine how to respond
Replace faulty hardware
Ensure correct part shipped
Provide technical guidance
Determine system failure
Notify management of SLA risk
Update customers on progress
Support field engineers remotely
Travel to customer premises
Participate in on-call rota
Attend OEM system training
Obtain product certifications
How You'll Work.
Team & Collaboration
Consult with onsite technicians; Collaborate using ticketing system; Collaborate with service management teams; Work directly with sales; Interact directly with parts logistics; Work directly with field engineers
Communication Scope
Communicate clearly; Address customer questions; Converse and write effectively in English and Spanish; Create and conduct formal presentations; Interact effectively with all levels of management; Negotiate skillfully; Promote/sell ideas persuasively; Close transactions
Full Job Description
## **About the Role** The technical support engineer is responsible for OEM equipment repair, this includes 24x7 technical support of client enterprise 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. ## **What You 'll Do ** * Review OEM system logs and research system configurations and network topologies. System logs consist of multiple interactions across system hardware and software. Reviewing log data helps identify security breaches and component failure. An L2 technician uses experience and technical knowledge to analyses logs which also includes utilizing log processing tools. OEM system logs vary in complexity and deciphering this data can be complex. (20%) * 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. (10%) * 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. An L2 provides remote guidance to the field engineer on how to implement a repair and restore service. (20%) * Provide timely service updates and communicate clearly when addressing customer questions and concerns. (10%) * Provides courteous, professional support to both internal and external customers on a wide variety of technical issues. (15%) * 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 escala
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