Unknown Company is hiring a Technical Support Technician

Shyft Global Services, a TD SYNNEX Company, is looking for a Technical Support Technician to provide expert technical triage for retail customer incidents. In this role, you will focus on troubleshooting and remote support to reduce operational expenses and improve service efficiency, ensuring contract SLAs are met.

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 for service restoration, 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 as needed.
• 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 qualifications in 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, with a knack for multitasking and adapting to change.
• Ability to work independently with minimal supervision while maintaining confidentiality.

Technical Stack

• 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, meaningful peer-to-peer conversations, and equitable growth and development 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 and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

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.