Support Tech III

As a Support Tech III at our Distribution Center, you'll be responsible for providing Tier II technical support, managing incoming IT-related requests, performing hardware imaging and maintenance, documenting troubleshooting steps, and assisting with AV setups. Moreover, training staff on computer systems and ensuring IT resources are ready for new hires are also key aspects of this role.

To qualify for the Support Tech III position at our Distribution Center, you'll need 4-6 years of IT support experience or equivalent education and training. Significant experience troubleshooting PC hardware and software issues is essential, along with IT certifications such as A+ and Microsoft certs being preferred. Strong customer service skills and excellent communication are also crucial in this dynamic role.

A Support Tech III should have advanced knowledge of Microsoft Windows OS, Mac OS X, Microsoft Office Suite, and various PC and Apple devices. Proficiency in networking, connectivity, and understanding computer security practices are vital as well. Your ability to quickly diagnose and resolve issues will be key to success in this role.

The work environment for a Support Tech III is moderately noisy and fast-paced, typically within a warehouse setting. Employees are often required to stand, walk, and lift items up to 30 pounds. There can also be exposure to conveyor systems and weather changes, so being prepared for physical activity and potential hazards is important.

Yes, for the Support Tech III position, occasional after-hours and weekend work may be required. Being flexible with your schedule will help you succeed in this role, ensuring that you can provide consistent support whenever it's needed in the Distribution Center.

When answering this question, focus on presenting specific examples from your past roles. Discuss the types of hardware and software issues you’ve encountered, how you diagnosed them, and what solutions you implemented. Showcase any technical skills or certifications you possess that made it easier for you to resolve issues swiftly.

To tackle this question, explain your method for assessing urgency and importance. Provide examples from previous jobs where you effectively prioritized tasks based on their impact on users and business operations, utilizing your organizational skills to ensure timely support delivery.

When responding, narrate a specific incident highlighting your customer service skills as a Support Tech III. Explain how you approached the situation, listened to the customer's concerns, and went above and beyond to ensure their satisfaction. Emphasize your communication skills and ability to build relationships.

Discuss your strategies for documenting support tickets, emphasizing clarity, thoroughness, and consistency. Explain how well-structured documentation not only helps in tracking issues but also benefits other team members. Highlight any tools you’ve used that streamline this process.

When asked this question, share your commitment to continuous learning. Mention resources such as industry blogs, online courses, and professional certifications you pursue to stay current with technology trends. Emphasize your proactive approach to advancing your skills as a Support Tech III.

In your answer, provide examples demonstrating your ability to maintain composure during challenging situations. Discuss specific strategies you employ, such as prioritizing tasks and utilizing organizational tools, that help you effectively manage stress while providing support.

Address this by outlining your problem-solving approach, which typically includes consulting documentation or seeking assistance from more senior colleagues. Highlight your belief in collaboration and the importance of ensuring the issue is resolved effectively, showing your commitment to team success.

Talk about any ticketing systems or tools you've used, such as ServiceNow, Zendesk, or any proprietary systems. Explain how these tools enhance your effectiveness when handling support requests while emphasizing your adaptability to new technologies as a Support Tech III.

Explain your dedication to user satisfaction by focusing on clear communication, timely follow-ups, and providing thorough resolutions. Provide examples of feedback you've received from users that demonstrates your commitment to excellent service as a Support Tech III.

When answering, detail your familiarity with various AV equipment and configurations. Provide examples of meetings you've helped set up, discussing any challenges you encountered and how you resolved them to ensure successful and smooth presentations.