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    Technical Support Technician - Detroit, United States - TD SYNNEX

    TD SYNNEX
    TD SYNNEX Detroit, United States

    Found in: beBee S2 US - 4 weeks ago

    Default job background
    Paid Work
    Description

    About the Role
    Shyft Services is a leading hardware distributor focused on severing channel partners across the globe. The technical support engineer is responsible to support field technicians with hardware and software issues with point-of-sale systems, self-checkout systems, network devices, desktops, and peripherals.

    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.
    This position involves managing service requests in line with ITIL standards and staying current on client technologies and maintain manufactures certifications. Create technical plans to facilitate onsite service repairs. This includes compliance with Shyft Services operating procedures and client specific requirements.

    What You'll Do

    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.

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

    Strict adherence to ticket management procedures and using our ticketing system for all incidents, changes and problems.

    Troubleshoot hardware problems with supported Point of Sale systems, Self-Checkout systems, network equipment, desktops, servers, and coordinate support with OEM vendors and/or customers.

    Maintain standard software configurations, including troubleshooting, loading, and configuring software images, supported applications and drivers.

    Create and Maintain Technical documentation for field service and installation/upgrade activity.

    Review system logs and research system configurations and network topologies.

    Stay current on all OEM supported products and advanced technologies

    Attend training and obtain OEM certifications as defined by management.

    Develop and maintain a strong working relationship with team colleagues and customers.

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

    Coach L1 technicians on process improvement and technical knowledge.

    Follow Shyft Services operating procedures and work independently with minimum supervision.

    Participate in on-call rotation as required.

    Communicate directly with the customer via the phone, emails/text until the problem is resolved.

    Drive problem resolution and escalate unresolved issues with appropriate internal teams or customer L1 support teams.

    Provide accurate information about the problem and share root cause to customers

    Utilize internal database or external resources to provide accurate technical solutions

    Ensure all issues are properly logged in ticket system.

    What We're Looking For
    The successful Technical Support Technician will have

    A demonstrated ability to understand business priorities and across-department involvement.

    Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems

    Hands-on experience troubleshooting enterprise compute, networks, and storage equipment.

    Ability to communicate professionally by phone, email or in person

    Strong relationship building skills with product vendors

    A customer service oriented approach and work well in a team and encourage collaboration across all teams.

    A bachelor's degree in IT, Computer Science, or a similar discipline is preferred.

    2-4 years hands-on ITIL experience

    2 plus years IT SME in incidents, Problem, Risk and Change Management.

    Demonstrated experience using an ITIL based ticketing systems.

    Demonstrated Root Cause Correct Action analysis, report generation, and presentations to custom


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