Technical Support Technician I

Responsibilities

• Assign unresolved Incidents to appropriate Level 2 Support Group
• Keep users informed about their Incidents' status at agreed intervals; verify resolution with users and resolve Incidents
• Escalate Major Incidents to the Incident Manager
• Escalate Incidents at risk of breaching SLA to Incident Manager

Requirements

• Education
• High School graduate is required
• Associate's Degree in Information Technology is preferred
• Certifications preferred:
• Comp TIA Server A+
• CompTIA Network
• 1 to 3 Years of relevant work experience is required.
• Knowledge, Skills and Abilities:
• Able to execute instructions and to request clarification when needed.
• Possesses strong data entry skills.
• Able to use common office equipment.
• Able to demonstrate complex problem solving, critical thinking, and decision-making.
• 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 other local / regional language.
• Able to interact effectively with higher levels of management (managers & above)
• Understand, communicate, and collaborate effectively with people across various identities.
• Able to adjust readily to change and adapt as needed.
• Able to constructively work under stress and pressure when faced with high workloads and deadlines.
• Able to work independently with minimum supervision.
• Able to effectively multi-task.
• Able to maintain confidentiality of sensitive information.
• Able to collaborate and build solid, effective working relationships with others.
• Able to talk on the phone (or wear a headset) for long periods of time.
• Able to quickly learn/adapt to new systems and technology.
• Able to use relevant computer systems and applications at an advanced level.
• Working Conditions:
• On-call availability required as necessary.
• May be required to work in shifts (timings subject to business needs)
• Remote / Work-from-home.
• Occasional non-standard work hours or overtime as business requires.
• Professional, office environment.
• TD SYNNEX Statements:
• At TD SYNNEX we embody our shared values of Collaboration, Accountability, Integrity, Excellence and Inclusion. Our organization strives to provide a diverse and inclusive environment for all our colleagues, company and community.
• #DNS
• What's In It For You?
• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate i

Benefits

Additional Information

Job Purpose: This is the first point of contact for the customers when they need to raise a request or incident ticket. The Level 1 position usually consists of technicians who have a working knowledge of the most common issues that might occur in an IT environment, including password resets, basic hardware triage.

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