Service Desk / Network Engineer (Palo Alto)

Ingram MicroAustin, TX, United States

1 day ago

Job type

Full-time

Job description

Accelerate your career. Join the organization that's driving the world's 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 atCome join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey!

Primary Focus

The primary focus of a Service Desk Engineer is to provide responsive and effective IT support and technical assistance to end-users and clients. Service Desk Engineers provide high-quality support and technical assistance, maintain the stability and security of IT infrastructure, and contribute to the overall productivity and efficiency of our partners and end users business.

Key Responsibilities

User Support :

Assist end-users with IT-related issues, ensuring they can continue their work without disruptions. This includes troubleshooting hardware and software problems, resolving technical challenges, and offering guidance to users.

Incident Management :

Managing and resolving incidents and service requests is a central focus. This involves promptly identifying, documenting, and prioritizing issues to ensure timely resolution.

Technical Troubleshooting :

Service Desk Engineers focus on diagnosing and resolving technical problems that users encounter, which can include hardware malfunctions, software glitches, network connectivity issues, and more.

Communication :

Effective communication with end-users is essential. The role involves conveying technical solutions in a clear, non-technical manner and keeping users informed about the status of their IT issues

Knowledge Management :

Service Desk Engineers will focus on creating and maintaining knowledge base articles and self-help resources to empower users to address common issues independently.

System Monitoring :

Monitoring IT systems for potential issues is crucial to detect problems before they escalate and impact productivity.

PSA :

They are responsible for routine updates to PSA system, ensuring that all data is up to date and reporting properly.

Security Compliance :

Enforcing IT security policies or best practices is an important part of the role, and Service Desk Engineers help protect partners data and systems from potential threats.

Team Collaboration :

Collaboration with other IT professionals is key to address complex issues, work on projects, and ensure the overall health of devices or environments.

Knowledge and Skills :

Success at this Level : Service Desk Engineers are successful when they efficiently address routine issues, meet SLAs for incident resolution, maintain high client satisfaction, and actively pursue opportunities for learning and growth.

Experience :

Client Interaction Experience :

Experience in directly engaging with clients, understanding their needs, and maintaining positive relationships is valuable.

Technical Support Experience :

Experience in providing technical support, troubleshooting, and issue resolution in a professional services context.

Service Delivery Experience :

Exposure to the service delivery process, project management, and ensuring that services are delivered effectively and efficiently.

Quality Assurance Experience :

Hands-on experience with quality assurance practices, such as process improvement, monitoring, and adherence to service standards.

Team Collaboration Experience :

A background in collaborating with cross-functional teams, both internally and externally, to achieve service delivery objectives.

Knowledge :

Technical Knowledge :

A strong understanding of the specific products, services, and technology stack supported by the service desk.

Industry Knowledge :

Familiarity with the industry or sector in which the professional services business operates to better comprehend client needs and challenges.

Compliance and Security Knowledge :

Knowledge of relevant industry-specific regulatory requirements and security standards.

Client Understanding :

A comprehensive understanding of client expectations, preferences, and industry specific trends.

Service Quality Best Practices :

Knowledge of best practices in service quality, continuous improvement, and industry standards.

Skills

Communication Skills :

Strong verbal and written communication skills for effective interaction with clients and internal teams.

Problem-Solving Skills :

The ability to analyze and resolve complex technical issues and challenges that may arise during service delivery.

Client Relationship Management :

Skills in building and maintaining positive client relationships, including active listening and empathy.

Documentation Skills :

Effective record-keeping and documentation abilities for maintaining project files, client communication, and reports.

Quality Assurance Skills :

Skills in implementing and maintaining quality standards, process improvement, and adherence to service benchmarks.

Requirements :

Two-year college degree or equivalent experience and minimum 3-year experience in functional area. OR High School Diploma or equivalent and 5 years functional experience, preferably at a senior level.

Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

Please note we are not offering Visa sponsorship for this position.

#LI-BF1

The typical base pay range for this role across the U.S. is USD $54,300.00 - $86,900.00 per year.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.

#J-18808-Ljbffr

Create a job alert for this search

Engineer Palo Alto • Austin, TX, United States

Related jobs

Promoted

NDR Senior Engineer (Network Traffic Parsing)

Arista Networks IncAustin, TX, United States

Full-time

Arista Networks is an industry leader in data-driven, client-to-cloud networking for large data center, campus and routing environments. What sets us apart is our relentless pursuit of innovation.We...Show moreLast updated: 9 days ago

Promoted

Take Surveys Get Paid!

Prime InsightsElgin, TX, US

Full-time

Join thousands of members already earning with top-paying surveys and offers.Get started today and enjoy competitive rewards, fast payouts with no waiting periods, and the flexibility to participat...Show moreLast updated: 6 days ago

Promoted

Security Engineer (Network Architecture) - Multiple levels!

NoblisAustin, TX, United States

Full-time +2

We are looking for highly technical, hands-on professionals with a strong foundation in network architecture, design, and security - individuals who are ready to step up from traditional network en...Show moreLast updated: 30+ days ago

Promoted

Fully Remote Network IP Engineer Nokia / ALU And Juniper

TEKsystemsAustin, TX, United States

Remote

Full-time

TEKsystems is seeking a Core IP Network Engineer to support the design, implementation, and maintenance of a robust IP / MPLS core network for a leading Alaska-based ISP. This role involves working wi...Show moreLast updated: 3 days ago

Promoted

Senior Cybersecurity Engineer (Networking)

AmentumAustin, TX, United States

Full-time

Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in scien...Show moreLast updated: 1 day ago

Senior Lead Network Engineer II

CGSAustin, Texas, United States, 78701

Full-time

Senior Lead Network Engineer II.Department : Information Technology.CGS is seeking an experienced Senior Lead Network Engineer to join a team focused on the evaluation, enhancement, and maintenance ...Show moreLast updated: 30+ days ago

Promoted

RN-Interventional Structural Heart

AscensionElgin, TX, US

Full-time

Ascension Seton Medical Center Austin.Various health insurance options & wellness plans.Retirement benefits including employer match plans. Long-term & short-term disability.Employee assista...Show moreLast updated: 11 days ago

Promoted

Fully Remote Survey Participant

Prime InsightsElgin, TX, US

Remote

Full-time

Promoted

Nontenure Line Faculty Pool - Department of Information Systems & Analytics

InsideHigherEdSan Marcos, Texas, United States

Full-time +1

Nontenure Line Faculty Pool - Department of Information Systems & Analytics.Dallas, Houston, Round Rock, San Marcos, Other - Online. Dept of Information Systems & Analytics.Department of Information...Show moreLast updated: 30+ days ago

Promoted

Associate Network Operations Engineer

SpectrumAustin, TX, United States

Full-time

At Spectrum, we ensure the delivery of our internet services to nearly 32 million customers nationwide.Associate Network Operations Engineer. IP and Video elements within network facilities.You will...Show moreLast updated: 1 day ago

Senior Lead Network Engineer

CGSAustin, Texas, United States, 78701

Full-time

Department : Information Technology.CGS is seeking an experienced Senior Lead Network Engineer to join a team focused on the evaluation, enhancement, and maintenance of a large-scale network project...Show moreLast updated: 30+ days ago

Network Engineer

Eagle Eye Networks IncAustin, TX, US

Full-time

Quick Apply

About Us Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more effi...Show moreLast updated: 30+ days ago

Promoted

RN Med Surg / Tele

Baylor Scott & White HealthLeander, TX, US

Full-time

Unit : 2 West - Med Surg / Telemetry .Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-f...Show moreLast updated: 30+ days ago

Promoted

Work From Home - Take Surveys and Earn!

Prime InsightsElgin, TX, US

Remote

Full-time

Promoted

Power System Engineer - Regional Transmission Planning

ERCOTTaylor, TX, US

Full-time

At ERCOT, our diverse and dynamic work environment provides a platform on which employees can work together to build the future of the Texas power grid and wholesale market utilizing the latest tec...Show moreLast updated: 18 days ago

Promoted

Operations Engineer Lead - Black Start

ERCOTTaylor, TX, US

Full-time

Promoted

Earn Money Playing Games, Answering Surveys & Testing Apps

AttaPollElgin, TX, US

Full-time

Get paid to answer surveys, play games, test apps, and do tasks.Make extra money on your phone and instantly cash out to PayPal, Revolut, or with gift cards from $3.Show moreLast updated: 6 days ago

Promoted

Information Technology Administrator

Samsung C&T, Engineering & ConstructionTaylor, TX, United States

Full-time

Monitoring and maintaining networks and servers.Upgrading, installing and configuring new hardware and software to meet company objectives. Implementing security protocols and procedures to prevent ...Show moreLast updated: 19 days ago