Tech Data - US

Services Support Rep

US-OH-Groveport (Columbus)
Req Number
2017-18370
Weekly Work Hours
40
Shift
1st
Travel Required
None
Relocation Assistance Available
No
Working Time
Full-Time

Overview

The position of Service Desk Engineer must be capable of providing exceptional customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a fast-paced and dynamic environment. As the Service Desk runs on a 24x7 basis, this position may include weekdays, weeknights, and/or weekends. The Service Desk Engineer will have computer hardware knowledge and skills to do basic troubleshooting for hardware malfunctions.

Essential Duties & Responsibilities Required

Key Responsibilities:

  • Provide initial remote technical support to end user customers (email and phone) for computer hardware systems (workstations, printers, servers, etc.)
  • Processes alerts, and requests, for parts and/or hardware based upon contractual SLA.
  • Should possess the ability to review error logs and determine initial actions to resolve basic hardware issues.
  • Communicate with co-workers, global customers and field engineers via email, phone and various ticketing systems.
  • Provide error and symptom information to the (internal) Centers of Expertise team to hand off more complex troubleshooting of IT systems
  • Open and close service requests – in which they will order hardware parts, and schedule technicians for service calls for global customers. The candidate will communicate with both vendors, third party resources, as well as with customers (channel and direct) with expectations, ETAs, updates, and closure details.

Essential Duties & Responsibilities Required

 

  • Provide initial remote technical support to end user customers (email and phone) for computer hardware systems (workstations, printers, servers, etc.)
  • Processes alerts, and requests, for parts and/or hardware based upon contractual SLA.
  • Should possess the ability to review error logs and determine initial actions to resolve basic hardware issues.
  • Communicate with co-workers, global customers and field engineers via email, phone and various ticketing systems.
  • Provide error and symptom information to the (internal) Centers of Expertise team to hand off more complex troubleshooting of IT systems
  • Open and close service requests – in which they will order hardware parts, and schedule technicians for service calls for global customers. The candidate will communicate with both vendors, third party resources, as well as with customers (channel and direct) with expectations, ETAs, updates, and closure details.

Qualifications, Required Knowledge Skills & Abilities and Working Conditions

Education and Experience:

  • Technical knowledge of computer hardware is recommended, as initial troubleshooting is involved to determine course of action to follow (workstations, printers, servers, tape libraries)
  • A+ Certification or equivalent is recommended, but not required
  • Strong background in customer service
  • Experience in a call center/dispatch center preferred
  • Willingness and ability to learn technical material

Additional Skills/Qualifications:

  • Excellent communication (verbal/written) is critical
  • Multi-tasking
  • Strong time management skills
  • Able to work in a fast paced, dynamic environment
  • Flexible and responsive service-oriented attitude
  • Able to work in an individual or team environment with exceptional results

 

 

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