Support Tech II, DC

The Support Tech II at SanMar is responsible for providing Tier I and Tier II technical support for the Distribution Center. Key responsibilities include managing incoming support calls and tickets, documenting issues and resolutions, performing desk-side support, assisting with AV setups for meetings, and training staff on computer systems. You will play an essential role in ensuring smooth IT operations and supporting users in solving various technical challenges.

To be considered for the Support Tech II position at SanMar, candidates should have 1-3 years of IT support experience or equivalent education/training. Experience troubleshooting PC hardware and software issues is a must. Additionally, preferred qualifications include IT certifications such as A+, Net+, CCENT, or Microsoft certifications. Strong organizational skills, excellent communication, and the ability to provide exceptional customer service are also important.

As a Support Tech II at SanMar, familiarity with Microsoft Windows OS, Mac OS X, and the Microsoft Office Suite is vital. Knowledge of networking, basic computer security practices, and both PC and Apple devices will be crucial in assisting users effectively. Additionally, having skills in handling peripheral devices like printers will enhance your ability to provide comprehensive support.

The work environment for the Support Tech II at SanMar is energetic and fast-paced, typical of a distribution center. The role often requires standing and walking, along with occasional lifting and moving of equipment. You will be exposed to varying temperatures and may occasionally work near conveyor systems, requiring adherence to safety protocols. It's a dynamic setting that ensures no two days are the same, with plenty of opportunities for collaboration and impact.

At SanMar, we believe in investing in our employees’ growth. As a Support Tech II, you will have opportunities to enhance your skills through ongoing training, obtain relevant certifications, and participate in various project-related duties. Our collaborative environment promotes learning and development, aiming to help you advance in your IT career while contributing to the team's success.

When answering this question, highlight specific instances where you successfully diagnosed and resolved technical problems. Discuss the tools and techniques you used, the types of systems you've worked with, and how you communicated with users to ensure a positive resolution. This demonstrates not only your technical expertise but also your customer service skills.

Here, discuss your method for prioritizing tasks. You might explain how you assess the urgency of each request, communicate with users about their issues, and use ticketing systems to manage your workload efficiently. Always emphasize your organizational skills and ability to remain calm under pressure.

In your answer, detail your problem-solving approach. Explain how you consult documentation or resources, reach out to colleagues for assistance, and communicate with users about the timeline for resolution. This showcases your teamwork and dedication to finding solutions while keeping users informed.

For this question, share your relevant experiences with setting up AV equipment, including any specific technologies you are familiar with. Describe how you troubleshoot common issues during setups and how you provide instructions to users after the setup, reflecting your ability to enhance user experience in a corporate environment.

Explain the importance of empathy and active listening in this scenario. Detail how you would calmly engage with the user, assuring them that you are committed to resolving their issue. Provide an example of a time you successfully turned a frustrated customer into a satisfied one.

Talk about the resources you utilize, such as online courses, webinars, tech forums, or industry publications. Mention any specific areas of technology you find particularly interesting, and explain how this continuous learning enables you to provide better support in your role as a Support Tech II.

Provide a specific example of a project to illustrate your contributions, focusing on the objectives, your role, and the outcome. Emphasize how this project improved efficiency or user experience within the IT department, showcasing your initiative and innovation.

Discuss your methodology for training, including how you assess the skill level of your audience and adapt your approach accordingly. Provide examples of the training sessions you’ve led and how you ensure that employees feel comfortable with new systems, reflecting your communication skills and patience.

Here, illustrate your resilience by providing a concrete example where you maintained productivity despite stress. Highlight techniques you used to manage your time and expectations, ensuring the quality of your work was not compromised even in challenging circumstances.

This is your opportunity to express your passion for IT and the alignment you feel with SanMar's values. Discuss your admiration for their culture, commitment to employee development, and your excitement about contributing to a team that supports meaningful work. Tailoring this to SanMar shows you've done your homework and genuinely want to be part of their mission.