Job Description

Overview:

Provides technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions. Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction. May be mobile or based on site at a customer building or campus. Relatively self-sufficient, acting with some depth of specialization in a given area.

Essential Duties & Responsibilities

Technical Capability. Work within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.

Process. Follow established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.

Service Level. Recognize opportunities to improve performance against Service Level. Act as a point of escalation to resolve service delivery issues. Monitor performance through statistical reporting and analysis.

Project Work. Work within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.

Customer Relationship. Establish working relationships with customer's organization to deliver and enhance the service.

Problem Solving. Take ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalate or gain support where appropriate. Proactively analyses, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.

Team Working. May train and coach members of the team to provide knowledge, assistance and advice. Work in a problem solving team to resolve service issues. May stand in for a team leader.

Business Awareness. Understand the requirements of the customer's business, the scope of the contract and know how issues impact the delivery of service. Recognize and report opportunities to team manager and other relevant parties for additional business.

Professional Development. Maintain awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.

Knowledge, Skill, and Abilities Required

? Feedback from customers, Project Manager, Service Lines etc. ? Proven track record of problem resolutions. ? Successful solution designs implemented. ? Evidence of sharing and re-use of knowledge. ? Successful definition, implementation and conformance to processes. ? Service level requirements met. ? Response and resolution to escalated issues in a timely manner. ? Problem ownership demonstrated. Meets project deadlines and costs within own scope of responsibility. ? Errors with workarounds or fixes provided in a timely manner. ? Successful track record of working with third parties. ? Correct application of severity, impact and priority.

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 in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don't meet every single requirement? Apply anyway.

At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!