Technical Support Technician 1.5

About the Role

The Technical Support Technician focuses on technical triage for retail customer incidents, aiming to reduce operational expenses and improve service efficiency. You will troubleshoot customer issues to meet contract SLAs, driving financial savings through remote support and minimizing onsite visits.

What You'll Do

• Provide professional phone support for a variety of technical issues, including product features and problem resolution.
• Manage case/ticket 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 experience.
• Bachelor's Degree in Computer Science or Information Technology.
• Qualifications in Point-of-Sale (POS) and/or Self-Checkout systems.
• Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Strong analytical and problem-solving skills with a focus on quick resolution.
• Hands-on experience with POS systems, computers, and networks.
• Excellent communication skills, both verbal and written.
• 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.

Working Conditions:

• Remote / Work-from-home.
• Travel to customer sites as needed

Key Skills

At Shyft Global Services, a TD SYNNEX Company, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with 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: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through 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.

Don’t meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

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.