Technical Support Engineer - VTS

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 at  Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position is based in our Buffalo, NY office with the opportunity to work a few days remotely per week. We are looking for a Technical Support Engineer to join our high-performing support team and provide technical assistance to our customers. In 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 across engineering, product, and customer-facing teams to ensure a top-notch customer experience.

• Responding to inbound Billing and Technical service requests over the phone and email per day directly with customers
• Accurately and efficiently log all issues and status updates in our internal tracking system
• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success
• Evaluate and provide resolution for complex customer Billing inquiries
• Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues
• Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365)
• Contributing to the development of service desk processes and procedures
• Interacts closely with various departments and vendors to provide timely resolution on issues
• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing diagnoses and issue resolution on our Platform.
• Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development, and 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. ‑

• Must be available to work weekends 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 with expeditious execution in a fast-paced environment working Passion for driving exceptional customer experience
• Previous experience troubleshooting and debugging SaaS 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
• Experienc…