L1 Technical Support Agent

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

Who we are and how we work: Join the business behind the worlds brands.

At Ingram Micro we help businesses realize the promise of technology through innovative solutions services and digital platforms. Our IT Operations team enables seamless experiences across our global organization delivering reliable support that helps associates partners and customers succeed. Guided by our Tenets of Success Results Integrity Imagination Courage Responsibility and Talent we collaborate innovate and continuously improve to shape tomorrow together.

What youll do: Your role in making an impact

As an L1 Helpdesk Support Agent (Associate Professional IT Operations) you will serve as the first point of contact for Zendesk support requests and day-to-day platform assistance. Your work will help maintain efficient support operations provide a positive user experience and ensure requests are resolved or escalated appropriately.

In this role you will manage Zendesk support queues prioritize and route tickets and provide timely updates to users throughout the request lifecycle. You will perform routine administrative activities such as user updates access modifications organization and group maintenance and other approved platform requests while adhering to governance and security standards. You will guide users on standard Zendesk functionality troubleshoot basic issues maintain accurate documentation and collaborate with L2 administrators and platform owners when more complex support is required.

You will also contribute to continuous improvement efforts by identifying recurring issues enhancing knowledge resources supporting queue performance reporting and helping improve support processes that enable our teams to work more effectively around the globe.

What you bring to the role: Your strengths our vision

• Around 3 to 5 years of experience using or supporting Helpdesk operations in an administrative operational or agent-support capacity.
• Experience managing shared support queues service requests or ticket-based support processes in a fast-paced environment.
• Working knowledge of Zendesk tickets users organizations groups views macros workflows and platform administration best practice is an advantage.
• Strong customer service communication prioritization and documentation skills with the ability to support stakeholders across global teams.
• Experience following established processes governance requirements security controls and escalation procedures while maintaining a high level of accuracy and attention to detail.