At Sonepar successful leaders drive and promote our leadership mindset of ADAPT, DARE AND LEARN. 

Our Leaders are focused on building customer centric strategies, inspiring, empowering and developing associates, adapting to change, and driving organizational efficiencies to deliver results.

The primary role for Level 2 support technician is to troubleshoot and resolve a majority of all desktop related issues that are escalated to the Sonepar IT Helpdesk.

This role would include the need to maintain, analyze, troubleshoot and repair computer systems, software, peripherals, network equipment and provide technical support to end users of all Sonepar US businesses.  Type of support issues included but not limited to  MS O365, Forcepoint, Symantec Endpoint Protection, Azure Amin Toolbox, Microsoft Exchange Admin console device OS issues, virus/ malware, Cisco AnyConnect, network printers, Eterm setups, website issues, Microsoft Intune, etc.  

This position will require the individual to work closely with Level 1 and other internal support departments to ensure communication to the end user community is seamless and of the highest quality.   

DUTIES

• Troubleshoot and resolve issues related to technical difficulties with hardware, software, and network
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process and every effort is made to make service level
• Travel/provide IMAC support to local OPCOs if required
• Limited travel to various Sonepar locations throughout the US
• Identify, research, track and resolve technical problems in a timely manner
• Use advanced troubleshooting skills to create knowledge base articles / technical notes for process improvement
• Critical incident coordination experience
• Proven ability in the identification and timely resolution of user IT issues up to the Tier 3
• Contact and coordinate support from third party vendors as needed
• Respond to and answer telephone calls, service request and personnel requests for technical support
• Provide after hour support if necessary
• Actively contribute to ongoing process improvement
• Ability to complete multiple projects/issues in a timely manner
• Support of mobile devices, Android and iOS platforms
• Ability to perform all OPCO Support Technician (Level 1) duties
• Resolving tickets within scope of responsibilities according to defined procedures

QUALIFICATIONS

• A+ Certification a plus
• Must have 4+ years of work experience
• Prior experience in tech support, desktop support or a similar role.
• Experience with remote desktop applications and helpdesk software
• Basic technical knowledge of desktop problems
• Soft skills like communication, patience, problem solving.
• Good written and verbal communication.
• Proficient in O365 applications
• Basic knowledge of MS Outlook (Exchange)
• Must have strong customer service skills
• Bilingual (English/Spanish) desired

ABOUT SONEPAR USA

Sonepar USA is an independent, family-owned company with global market leadership in the B-to-B distribution of electrical, industrial and safety products, services and solutions. We are a proud member of the Sonepar Group, the world’s largest privately held electrical distributor. Sonepar entered the US in 1998 and has continued to grow due to strategic acquisitions and organic growth. Today, Sonepar USA is represented by 13 locally managed operating companies with over 700 locations nationwide. For more information, visit soneparusa.com.

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WHAT ARE THE BENEFITS?

401K Plan, Health Insurance (medical, dental, and vision), Paid Vacation, Paid Sick, Paid Personal, Paid Holidays, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Tuition Reimbursement, Employee Discounts and a definitive career path.

EOE M/F/DISABILITY/VETERAN

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Required Skills Required Experience

• Ability to follow standardized recipes and portion control protocols.
• Customer service/guest relations skills.
• Basic computer skills.
• Knowledge of  regular and therapeutic diets.