EndPoint Support Technician II

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Individuals within the Endpoint Support role are primarily responsible for operational support of endpoint devices used within the organization. In order to provide optimum services and solutions, these individuals partner with end user device engineers to understand user needs, resolve problems, and implement/support approved technical solutions. These individuals provide initial setups and support of endpoint devices. They troubleshoot IT‑related problems and provide input/recommendations to endpoint hardware and software technologies.

Endpoint Support staff members support all policies, procedures, and standards for delivery and implementation. They may also perform a wide host of general management and administrative responsibilities.

The Endpoint Support Technician‑II role in our Distribution Centers is vital for maintaining and enhancing operational efficiency. Providing local and dedicated support for device management and timely upgrades, this position minimizes downtime and prevents operational disruptions by being able to quickly resolve IT‑related issues, which helps maintain smooth workflows and timely order processing for our Distribution Centers. Local support ensures Cencora's team members receive immediate assistance with technical difficulties enhancing overall productivity and service quality.

Work Complexity:

• Provides complex maintenance and support for endpoint devices.
• Works on multiple projects/work initiatives/tasks concurrently as team member, sometimes as a technical lead.

Business/Technical Requirements:

• Works with end user device engineers and customers (internal, external, and vendors) to understand user's Endpoint Support requirements.
• Provides feedback regarding requirements and provides recommendations.

Project/Task Planning:

• Participates or may lead short‑term Endpoint Support project/task planning efforts with team members, customers and other IT groups.
• Provides input to cost/time estimates.
• Documents discussion and agreements.

Deployment:

• Coordinates the deployment of new or upgraded images, software and hardware for multiple endpoints.
• Plans and schedules the installation and deployment projects.
• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co‑workers and vendor partners.
• Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Submits or updates configuration items within management tools.
• Develops and documents procedures for performing configuration changes, updates and upgrades.

Testing:

• May participate in the unit testing for new deployments or new components and remediates problems.
• Provides feedback or remediation approaches on new software performance and testing.

Technical Support:

• Performs Level 2 and 3 issue assessment and resolution of problems, working with manufacturers/vendors as needed.
• Researches, analyzes and recommends the implementation of software or hardware changes to rectify any problems.
• Creates temporary solutions until permanent solutions can be implemented.
• Coordinates the resolution of escalated application, hardware and software problems.
• Ensures that all technical resources are available for meetings that include video conferencing.
• Documents and reviews solutions to common problems and responses for frequently asked questions.

Business Continuity & Disaster Recovery:

• Implements contingency plans including reliable backup and restore procedures, as needed.

Research/Evaluation:

• May participate in R&D POC efforts.
• May provide recommendations per customer feedback.

Policies, Procedures, and Standards:

• Adheres to policies, procedures and standards.
• Makes suggestions for policies and procedures and standards…