Support Tech III

The Support Tech III at SanMar is primarily responsible for providing Tier II technical support for the Distribution Center. Key duties include managing IT-related support requests, performing hardware imaging, and maintaining and tracking IT equipment. Additionally, you will assist staff with technology issues and train them on computer systems. Documentation of troubleshooting steps and solutions is vital for maintaining operational efficiency.

To be considered for the Support Tech III position at SanMar, candidates should have 4-6 years of IT support experience, preferably within a Service Desk, Help Desk, or Call Center environment. Relevant IT certifications like A+, Net+, or Microsoft certs are preferred. Strong troubleshooting skills with PC hardware and software are essential, as well as excellent verbal and written communication abilities.

As a Support Tech III at SanMar, you'll play a crucial role in training staff on working with computer systems and programs. Your direct engagement with users will help ensure they are comfortable with technology, ultimately leading to increased productivity and satisfaction within the workplace. Effective communication and a supportive attitude are key to your success in this aspect.

The work environment for the Support Tech III at SanMar is fast-paced and dynamic, with moderate noise typical of a Distribution Center. You’ll often be on your feet, handling various tasks, which might include some physical demands like lifting up to 30 pounds. It’s a setting where flexibility and adaptability are essential due to constant changes and challenges.

Absolutely! At SanMar, we deeply value the career growth of our employees. The Support Tech III role is designed not only to provide foundational experience in IT but also to create pathways for advancement within the company. With a supportive culture focused on personal development and professional training, opportunities for career progression are readily available.

In responding to this question, highlight specific examples of issues you’ve resolved. Discuss the tools and methods you used, as well as any relevant certifications you have that support your expertise in both PC and Apple environments.

You can explain your strategy for triaging requests based on urgency and impact. Providing an example from past experience where your prioritization led to successful support outcomes will showcase your ability to handle pressure effectively.

Mention your commitment to clear documentation practices. Describe the systems you have used to track issues and how this has helped in resolving them efficiently while creating a knowledge base for future reference.

It’s essential to remain calm and empathetic. Share a specific instance where active listening and problem-solving skills helped turn a negative interaction into a positive experience, reinforcing your customer service abilities.

Describing a step-by-step process showcases your organizational skills. Walk through how you evaluate needs, prepare devices, ensure software installations, and provide initial training to new users to make their onboarding smooth.

If you have experience in this area, describe the equipment you've worked with and the typical issues you've encountered. Discuss your ability to set up presentations and troubleshoot AV problems to ensure successful meetings.

Talk about your commitment to continuous learning through online courses, forums, or tech communities. Mention any relevant certifications you are pursuing or have completed to show your dedication to staying informed.

Be specific here about strengths such as technical skills, communication abilities, or problem-solving prowess. Use examples to demonstrate how this strength has positively impacted your work and the user experience.

Provide context, including the project scope and your role. Discuss how you planned, collaborated, and executed your strategy, resulting in a successful outcome and perhaps lessons learned along the way.

Discuss common connectivity problems you've encountered and the systematic approach you take to diagnose and resolve them. A brief example of a specific challenge can add weight to your answer.