Service Desk Engineer (Palo Alto)

Ingram Micro • Austin, TX

30d • Hybrid

About The Position

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey! The primary focus of a Service Desk Engineer is to provide responsive and effective IT support and technical assistance to end-users and clients. Service Desk Engineers provide high-quality support and technical assistance, maintain the stability and security of IT infrastructure, and contribute to the overall productivity and efficiency of our partners and end users' business'.

Requirements

• Client Interaction Experience: Experience in directly engaging with clients, understanding their needs, and maintaining positive relationships is valuable.
• Technical Support Experience: Experience in providing technical support, troubleshooting, and issue resolution in a professional services context.
• Service Delivery Experience: Exposure to the service delivery process, project management, and ensuring that services are delivered effectively and efficiently.
• Quality Assurance Experience: Hands-on experience with quality assurance practices, such as process improvement, monitoring, and adherence to service standards.
• Team Collaboration Experience: A background in collaborating with cross-functional teams, both internally and externally, to achieve service delivery objectives.
• Technical Knowledge: A strong understanding of the specific products, services, and technology stack supported by the service desk.
• Industry Knowledge: Familiarity with the industry or sector in which the professional services business operates to better comprehend client needs and challenges.
• Compliance and Security Knowledge: Knowledge of relevant industry-specific regulatory requirements and security standards.
• Client Understanding: A comprehensive understanding of client expectations, preferences, and industry specific trends.
• Service Quality Best Practices: Knowledge of best practices in service quality, continuous improvement, and industry standards.
• Communication Skills: Strong verbal and written communication skills for effective interaction with clients and internal teams.
• Problem-Solving Skills: The ability to analyze and resolve complex technical issues and challenges that may arise during service delivery.
• Client Relationship Management: Skills in building and maintaining positive client relationships, including active listening and empathy.
• Documentation Skills: Effective record-keeping and documentation abilities for maintaining project files, client communication, and reports.
• Quality Assurance Skills: Skills in implementing and maintaining quality standards, process improvement, and adherence to service benchmarks.
• Two-year college degree or equivalent experience and minimum 3-year experience in functional area. OR High School Diploma or equivalent and 5 years functional experience, preferably at a senior level.
• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Please note we are not offering Visa sponsorship for this position.

Responsibilities

• User Support: Assist end-users with IT-related issues, ensuring they can continue their work without disruptions. This includes troubleshooting hardware and software problems, resolving technical challenges, and offering guidance to users.
• Incident Management: Managing and resolving incidents and service requests is a central focus. This involves promptly identifying, documenting, and prioritizing issues to ensure timely resolution.
• Technical Troubleshooting: Service Desk Engineers focus on diagnosing and resolving technical problems that users encounter, which can include hardware malfunctions, software glitches, network connectivity issues, and more.
• Communication: Effective communication with end-users is essential. The role involves conveying technical solutions in a clear, non-technical manner and keeping users informed about the status of their IT issues
• Knowledge Management: Service Desk Engineers will focus on creating and maintaining knowledge base articles and self-help resources to empower users to address common issues independently.
• System Monitoring: Monitoring IT systems for potential issues is crucial to detect problems before they escalate and impact productivity.
• PSA: They are responsible for routine updates to PSA system, ensuring that all data is up to date and reporting properly.
• Security Compliance: Enforcing IT security policies or best practices is an important part of the role, and Service Desk Engineers help protect partners data and systems from potential threats.
• Team Collaboration: Collaboration with other IT professionals is key to address complex issues, work on projects, and ensure the overall health of devices or environments.

Benefits

• U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree