Service Desk Engineer (Palo Alto)

Ingram Micro.•Austin, TX

29d

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! Primary Focus 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.
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

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.

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