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Job Details

Help Desk Services

Company name
Tech Data Corporation

Location
Groveport, OH

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Profile

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:

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 \u2013 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 \u2013 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

Company info

Tech Data Corporation
Website : http://www.techdata.com

Company Profile
As one of the world’s largest wholesale IT distributors, Tech Data is the conduit through which the power of technology flows to the world. In fiscal year 2011, we sold $24 billion of IT products to more than 125,000 technology resellers in over 100 countries. Every day these resellers depend on us to help them cost-effectively support the technology needs of end users of all sizes, including small- and medium-sized businesses, large enterprises, educational institutions, government agencies, and consumers.

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