Technical Support Engineer VTS

Accelerate your career. Join the organization thats driving the worlds technology and shape the future.

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population we play a vital role in the worldwide IT sales channel bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach diverse solutions and services portfolio and digital platform Ingram Micro Xvantage set us apart. Learn more at

Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey!

We are looking for aTechnicalSupportEngineerto join our high-performing support team and provide technicalassistance to our this role you will serve as a trusted advisor solving complex product issues and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem collaborating acrossengineering product and customer-facing teams to ensure a top-notch customer experience.

Your role:

• Responding to inbound Billing and Technical service requests over the phone and email per daydirectly with customers

• Accurately and efficiently log all issues and status updates in our internal tracking system

• Understands clients business objectives/impact and applies theirexpertisetotimelyresolve issues and ensure customer success

• Evaluate and provide resolution for complex customer Billing inquiries

• Identifyroot cause(s) anddiagnose assoftware defects misconfiguration content issues or end user issues

• Supporting multiple cloud solutions ( Acronis Dropbox Microsoft O365)

• Contributing to the development of service desk processes and procedures

• Interacts closely with various departments and vendors to providetimelyresolution on issues

• Handling support requests from resellers by staying on top of new features and enhancements and being a subject matterexpert andproviding diagnoses and issue resolution on our Platform.

• Triaging to internal and external teams pushing for resolution within OLAs by being the Customer advocate with EngineeringDevelopmentand 3rd party Vendor teams

• Monitoring systems and handling events proactively recognizing and acknowledging alerts responding to alerts or emergency issues within 5 minutes during working hours (Event Management)

• Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)

• Drive operational efficiency and improvements

* Note: This is not a complete list of tasks.

What you bring to the role:

• Must be available to workweekends and after hours as needed

• High school diploma (or equivalent)required. Secondary degree preferred

• 2 years of experience working in capacity of Technical Support or similar

• Must have excellent verbal and written communication skills as well as excellent analytical and problem-solving skills

• Strong knowledge of Microsoft O365

• Ability to prioritize user requests effectively and manage user expectations

• Ability to balance attention to detail withexpeditiousexecution in a fast-pacedenvironment working

• Passion for driving exceptional customer experience

• Previousexperiencetroubleshooting and debuggingSaaS cloud solutions is an asset

• Ability to work through ambiguity and thrive in a rapidly changing business environment

• Understanding of related terminology and concepts

• Strong analytical and problem-solving skills

• Experience working with Webservers and Databases Apache IIS MySQL MSSQL and PostgreSQL

• Strong knowledge of Application Protocols DNS HTTP HTTPS (SSL) FTP

• Basic understanding or experience working on Linux environments

• General understanding of technologies on Apis webservice: JSON RESTOAuth..

• Flexibility working some weekendsand later hours to helpfulfilla 24x7 business

• Passion for providing exemplary customer service strong customer focus

• Eager to learnnew technologies

• Good verbal and written professional communication fluent in French & English.

• Self-motivated and proactive in performing duties

• Attention to detail

• Teamplayer
  

Nice to have:

• ITIL certification

• Microsoft Azure certification

• Hands-on experience with Cloud platforms such as Microsoft AzureAWSor GCP

• Programming/scripting experience on at least some of the following: Bash Python PowerShell PHP Knowledge of SQL

• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes

• Experience with JIRA and Conluence

#LI-SK1

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidates primary work location pay grade and variable compensation plan. Individual base pay within each range depends on various factors in addition to primary work location such as complexity and responsibility of role job duties/requirements and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards including merit increases annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits paid time off parental leave a 401(k) plan and company match short-term and long-term disability coverage basic life insurance and wellbeing benefits among others.

This is not a complete listing of the job duties. Its a representation of the things you will be doing and you may not perform all these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age veteran status or any other protected category under applicable law.