Shyft Global Services, a TD SYNNEX Company, is hiring a Technical Support Technician 1.5. You will perform technical triage for retail customer incidents, reducing operational expenses and improving service efficiency. Your focus will be troubleshooting issues to meet contract SLAs and minimize onsite visits.

What You'll Do

Provide professional phone support for a variety of technical issues, including product features and problem resolution.
Manage case entitlement, track part delivery, and assist onsite technicians, ensuring compliance with SLAs and ITIL standards.
Document incident transactions and triage actions, creating and maintaining operational documentation.
Review system logs and perform basic troubleshooting to restore service, creating plans of action for onsite technicians.
Diagnose and resolve hardware incidents for POS systems, Self-Checkout systems, and other equipment, collaborating with OEM vendors.
Support software configurations, troubleshooting, and hardware swaps, including in-store device reimaging.
Occasionally travel to customer locations for new system installations and complex repairs.

What We're Looking For

3 to 5 years of relevant technical support experience.
Bachelor's Degree in Computer Science or Information Technology.
Professional experience with Point-of-Sale (POS) and/or Self-Checkout systems.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification.
Strong analytical and problem-solving skills with a focus on quick resolution.
Hands-on experience with POS systems, computers, and networks.
Excellent verbal and written communication skills.
Strong organizational and time management abilities, adept at multitasking and adapting to change.
Ability to work independently with minimal supervision while maintaining confidentiality.

Technical Stack

Point-of-Sale (POS) systems
Self-Checkout systems
Microsoft 365

Benefits & Compensation

Elective Benefits: Programs tailored to your country to best accommodate your lifestyle.
Grow Your Career: 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: Inclusive education, peer-to-peer conversations, and equitable growth 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, local volunteering events, and more.

Work Mode

This is a remote position.

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.