Job Description

Overview

Provides technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance.

Responds to customer questions regarding operation and malfunctions.

Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.

May be mobile or based on site at a customer building or campus.

Relatively self-sufficient, acting with some depth of specialization in a given area.

This position is not eligible for Relocation.

This position is based located in Puerto Rico. Selected candidate must reside in Puerto Rico.

Essential Duties & Responsibilities

Technical Capability. Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.

Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.

Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation to resolve service delivery issues. Monitors performance through statistical reporting and analysis.

Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.

Customer Relationship. Establishes working relationships with customer’s organization to deliver and enhance the service.

Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate. Proactively analyses, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.

Team Working. May train and coach members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. May stand in for a team leader.

Business Awareness. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.

Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.

Other Duties & Responsibilities:

Additional duties as assigned

Meets attendance and punctuality standards

Knowledge, Skill, and Abilities Required:

Feedback from customers, Project Manager, Service Lines etc.

Proven track record working with product authority and external vendor support teams.

Proven track record of problem resolutions.

Successful solution designs implemented.

Evidence of sharing and re-use of knowledge.

Successful definition, implementation and conformance to processes.

Service level requirements met.

Response and resolution to escalated issues in a timely manner.

Problem ownership demonstrated.

Meets project deadlines and costs within own scope of responsibility.

Successful track record of leading small projects.

Errors with workarounds or fixes provided in a timely manner.

Successful track record of working with third parties.

Correct application of severity, impact and priority.

New business secured and successfully implemented.

Skills matrix up to date with products / systems/ technologies and techniques.

Contribution to product forums and working parties.

Up to date personal learning plan available.

Experience:

Previous experience working with POS (Point of Sale) is desired.

Education/Certifications:

Associate degree or equivalent experience from which comparable knowledge and job skills can be obtained.

A-plus Certification is a plus.

Working Conditions:

Selected candidate must reside in Puerto Rico.

Occasional non-standard work hours or overtime as business requires.

Professional, office environment.

May require standing for prolonged periods of time and lift up to 75 pounds.

Position may require travel.

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Cultural Competency Requirements:

Within Tech Data diversity is one of our fundamental shared values. We are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds.