24/7 Service Desk Engineer

4 weeks ago

Bracknell, United Kingdom TD SYNNEX Full time

Why Choose TD SYNNEX:

As a Fortune 500 global corporation, operating in over 100 countries, TD SYNNEX values its diverse workforce of 22,000 employees. As the biggest IT distributor in the world, our mission is to provide top-notch technology solutions, empowering businesses and individuals to navigate the digital world safely and efficiently.

About the role:

This is an hybrid office-based role working on a 24x7 shift pattern. The 24x7 Engineer answers and logs technical support calls for a variety of networking and security products. Using fault trees and knowledge support materials, the 24x7 Engineer gathers information in conjunction with the client to investigate and isolate the fault, be it hardware and/or software, escalating faults beyond their experience or knowledge to Senior Support Engineers and the Vendor Support Desks.

What you'll do:

Work on 1st level Service Desk to resolve partner and end-user incidents across our managed and support services. Install/uninstall, troubleshoot, data recovery and maintain applications, products and equipment.

Working on a 24 x 7 rotating shift system that includes weekends and bank holidays. Working hours: 4 days of 12h shift and 4 days off

Escalate incidents to next level and vendor support when the solution is unknown.

Work through a training program and complete a series of tests to progress onto the operational support desk

Answer calls and e-mails to a professional standard as demonstrated in training (30%)

Maintain accurate and up-to-date call records (tickets) using the call record and progress system (70%)

Keep a regular call schedule, updating clients on open tickets

Complete an accurate and detailed hand-over to other engineers of any calls and tasks in progress

What we're kindly looking for:

Use of Windows and computing technology

Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook and Visio

Awareness of networking technologies

Basic knowledge of the Internet and Internet Protocols

Computing or Networking recognized Certification (e.g. CompTIA Networking+, JNCIS, CCNA)

​

What We Offer:

We provide competitive compensation with regular annual salary reviews.

Hybrid work - (2 days at the office, 3 days at home)

We value continuous learning and provide a clear progression plan.

We provide comprehensive benefits including, paid leave, retirement plans, and more.

#LI-LT1

#LI-HYBRID

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 TD SYNNEX, 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

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