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Services Support Rep

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

Responsibilities:

Key Responsibilities:

  • 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

  • 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:

  • 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

About Us

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Tech Data is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1. 35(c)
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