Technical Support Technician - CR

Job Summary: At TD SYNNEX-SHYFT: The Technical Support Technician is responsible for OEM equipment repair; this includes 24x7 technical support of client enterprise server, retail point-of-sale (POS) equipment, and network infrastructure, ensuring optimal performance and minimal downtime; and network infrastructure. This position includes perform technical triage for retail customer incidents, remote troubleshooting with onsite technicians and customers to solve complex issues and restore service availability, this includes optimizing system performance and proactively identifying potential hardware issues.

Essential Duties & Responsibilities Required: Review OEM system logs and research system configurations and network technologies. System logs consist of multiple interactions across system hardware and software. Reviewing log data helps identify security breaches and component failure. Knowledge in point of sales equipment. Being backup for CSR team when required. Remote support for audio and video (hardware and software).

Review system logs and perform basic troubleshooting to restore service. Create POA’s (plan of action) and remotely support onsite technicians to implement a service repair. Maintain accurate records of incident transactions and perform triage to implement service restoration. Accurate ticket management is essential to maintain operations and mitigate system failure. Technical data is used track IT equipotent and system efficiency.

This data allows management to forecast workload and manage resources. Demonstrate strong troubleshooting techniques to expedite service restoration. OEM troubleshooting techniques follow a systematic approach to identify a problem and create a technical plan to execute a repair and resolve the problem. provide remote guidance to the field engineer on how to implement a repair and restore service.

Provide timely service updates and communicate clearly when addressing customer questions and concerns. Provides courteous, professional support to both internal and external customers on a wide variety of technical issues. Alignment with IT escalation procedures are critical to improve operational efficiencies. This requires collaboration using our ticketing system across technical teams and management.

OEM ticket escalation between L2 and L3 is based on complexity and adherence to service SLA’s Collaborate with service management teams to determine how to respond to many different service requests. Working directly with sales on customer entitlement to replace faulty hardware. Interact directly with parts logics to ensure the correct part is identified and shipped to the customer. Also work directly with field engineers at the customers premises and provide technical guidance to restore service.

Determine system failure and manage incidents to achieve agreed SLA’s. This involves notifying management if service SLA’s are at risk and keeping the customers updated on progress with service restoration. An L2 technician support field engineers remotely and may also travel to the customer promises to help the field engineer resolve difficult technologies or system configurations. Work with POS equipment, determining failures and providing remote troubleshooting and/or hardware replacements if needed.

Technicians participate in an on-call 24x7x365 rote providing technical support globally. Staying current with new technologies and OEM systems is critical, are responsible to attending OEM system training and obtain product certifications as defined in service contracts. Diagnose and resolve hardware incidents for POS systems, Self-Checkout systems, network equipment, desktops, servers, and peripherals, collaborate with OEM vendors and/or customers as needed.

Support standard software configurations, troubleshooting, loading, and configuring software images, applications, and drivers. Support hardware swaps (registers, printers, mobile scanners) and in-store device reimaging. Other Dut