24/7 IT Service Desk Engineer

Why Choose TD SYNNEX:

TD SYNNEX is a Fortune 100 company with over $58 billion in revenue (NYSE: SNX), recognized as one of the world's leading technology distributors and solutions aggregators. With a diverse team of 24,000 employees operating across more than 100 countries, we support over 150,000 customers in maximizing the value of their technology investments, driving business results, and unlocking growth opportunities. TD SYNNEX is a certified Great Place to Work, celebrated for our dynamic culture and comprehensive benefits. Our diverse workforce is our greatest strength, fostering success and inclusivity.

About the role:

We're looking for a 24/7 IT Service Desk Engineer to join our UK Service Desk team. 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.

Key Skills and Experience:

• Answer and log technical support calls and emails for a variety of networking and security products.

• Create and maintain accurate and up-to-date call records (tickets) using the call record and progress system.

• Investigate and isolate faults using fault trees and knowledge support materials, escalating issues to Senior Support Engineers and Vendor Support Desks as needed.

• Update clients regularly on open tickets and maintain a regular call schedule.

• Complete accurate and detailed hand-overs to other engineers for any calls and tasks in progress.

• Collaborate with engineers to assess the priority of issues and ensure timely resolution.

• Work as a member of the support desk team on a 24x7 rotating shift system, including weekends and bank holidays.

• Attend formal and informal training sessions to enhance knowledge and progress to the next engineering position.

• Be available to work in the Bracknell office on weekdays, with a maximum of 2 days a week in the office, and work from home on weekends.

What we are looking for:

• Excellent customer oriented skills.

• Previous technical experience solving incidents in a Service Desk environment.

• 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 recognised Certification (e.g CompTIA Networking+, JNCIS, CCNA) would be valuable.

• Available to work a 24x7 rotating shift schedule, consisting of 2 days from 7 AM to 7 PM, 2 days from 7 PM to 7 AM, followed by 4 days off.

What We Offer:

• 🏥 Comprehensive private health and life insurance to keep you covered.

• 🌍 Hybrid work model with the opportunity to work remotely three weeks annually.

• 🎟\uFE0F Tailored salary perks covering transportation, meals, learning and childcare needs.

• 💆\u200D\u2640\uFE0F Mental health support, including online therapy and wellness programs through Wellhub.

• 📖 Learning Opportunities: Access to a comprehensive learning platform to support your professional growth.

• 🌍 A Global Atmosphere: Join a multicultural and diverse environment where opportunities for growth and collaboration abound.

• 🏅 Certified Workplace Excellence: Work in a certified Great Place to Work where we take work-life balance seriously.

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Key Skills

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!