TD SYNNEX Is Hiring A Trilingual Technical Support Technician

🔥 Join Our Team as a Technical Support Engineer! 🔧

Are you passionate about troubleshooting OEM equipment and providing 24/7 technical support for enterprise infrastructures? We are seeking a dedicated Technical Support Engineer to join our team and deliver exceptional service to our clients worldwide.

About the Role

The Technical Support Engineer is responsible for OEM equipment repair, offering round-the-clock support for client enterprise infrastructure. This role involves consulting with onsite technicians and customers to resolve complex issues, optimize system performance, and proactively identify hardware problems before they impact operations.

What You'll Do

• Log Analysis & System Configuration: Review OEM system logs, research configurations, and analyze network topologies. Use experience and technical tools to decipher complex log data, identify security breaches, and detect component failures. (20%)
• Incident Management & Triage: Maintain accurate records of incidents, perform triage, and implement service restorations. Proper ticket management ensures smooth operations and system efficiency, enabling effective resource forecasting. (10%)
• Troubleshooting & Service Restoration: Leverage systematic OEM troubleshooting techniques to expedite issue resolution. Provide remote guidance to field engineers on repairs to restore services promptly. (20%)
• Customer Communication: Deliver timely service updates and respond clearly to customer inquiries, ensuring transparency and satisfaction. (10%)
• Customer Support & Professionalism: Offer courteous, professional assistance to internal and external clients across various technical issues. (15%)
• Escalation & Collaboration: Follow IT escalation procedures, collaborate with technical teams using ticketing systems, and escalate OEM tickets from L2 to L3 based on complexity and service SLAs. (5%)
• Service Requests & Parts Management: Work with service management and sales teams to address service requests, coordinate parts logistics, and ensure correct hardware replacement and shipment. (5%)
• Incident & SLA Management: Identify system failures, manage incidents to meet SLA commitments, notify management of risks, and update customers throughout the restoration process. Support field engineers remotely and occasionally travel to customer sites for complex issues. (5%)
• On-Call Support: Participate in a 24/7/365 rotation providing global technical support. (5%)
• Continuous Learning: Stay updated on new technologies and OEM systems by attending training sessions and obtaining relevant product certifications as outlined in service contracts. (5%)

Other Duties & Responsibilities

Additional responsibilities as assigned. Maintain high attendance and punctuality standards.

What We're Looking For

Experience

• 3 to 5 years of relevant work experience in technical support or related roles.

Education & Certifications

• Associate Degree in Computer or Electrical Engineering (preferred).
• Technical certifications in Computer or Network Fields are required.

Knowledge, Skills & Abilities

• Meticulous attention to detail with accuracy and efficiency.
• Strong communication skills, capable of conveying complex technical information clearly in English and Spanish.
• Experience creating and delivering formal presentations.
• Ability to interact professionally with all management levels.
• Skills in negotiation, persuasion, and closing mutually beneficial transactions.
• Excellent organizational and time-management capabilities to handle high workloads and meet deadlines.
• Ability to work independently with minimal supervision while maintaining confidentiality.
• Physical ability to remain stationary for extended periods.
• Strong relationship-building skills and quick learner of new systems.
• Proficiency with advanced computer applications.

Our Values at TD SYNNEX

At TD SYNNEX, our core values guide everything we do:

• Together, We Own It
• We Dare to Go
• We Grow and Win
• We Do the Right Thing