Support Technician II, DC

As a Support Technician II at SanMar, you will handle Tier II technical support duties for the Distribution Center. This includes answering IT support calls and emails, performing hardware imaging and deployment, managing ticket requests, and providing desk-side assistance among many other tasks. Your role ensures that both staff and technology work synergistically.

SanMar prefers candidates with 4-6 years of IT support experience or equivalent education. Relevant certifications like A+, Net+, and Microsoft certifications are also sought after. Your ability to troubleshoot PC issues and communicate effectively will be key in ensuring user satisfaction.

Customer service is crucial for the Support Technician II at SanMar. The role requires a positive attitude towards service and a commitment to user satisfaction. Building strong relationships with staff and resolving their IT issues will be part of your daily contributions.

The environment at SanMar's Sparks location is fast-paced and sometimes hectic, typical for warehouse operations. You’ll be on your feet frequently and may work near machinery, so being adaptable and able to manage multiple tasks is essential in this dynamic setting.

As a Support Technician II at SanMar, you will assist with various project-related duties. This can include everything from system upgrades to optimizing support processes, giving you the opportunity to engage with diverse IT challenges and improve our systems.

When answering this question, detail specific instances where you successfully diagnosed and repaired hardware issues. Highlight the steps you took to identify the problem, any tools you used, and the outcome. This shows your practical experience and ability to think critically under pressure.

Explain your prioritization process, including how you assess the urgency and impact of each request. Mention any tools or techniques you use for tracking tickets and how you communicate with clients during busy periods to ensure they feel supported.

Discuss the importance of clear documentation and your method for capturing details about the issue, troubleshooting steps taken, and final resolution. Emphasize how this practice aids your team and improves service continuity.

Approach this question by describing your empathy and listening skills. Illustrate a strategy for calming the situation, such as acknowledging their frustration, ensuring them you’re here to help, and providing a step-by-step solution to their issue.

Share your experience with various AV technologies, detailing specific setups you’ve managed and any challenges you faced. This could include examples of how you helped users with equipment in meeting rooms.

Discuss resources like online courses, webinars, technical forums, and professional groups. Mention specific platforms or publications you follow to stay informed about updates in hardware and software relevant to your role.

Provide examples from your previous roles where you successfully installed and troubleshot software applications. Mention any types of software you are particularly experienced with, and how you approach resolving installation issues.

Reflect on skills such as problem-solving, communication, and technical knowledge. Emphasize why this skill is vital, perhaps using a previous experience where it significantly impacted your ability to support users.

Elaborate on your collaborative mindset. Give examples of how you’ve supported your colleagues, shared knowledge, or worked on team projects that enhanced the group’s overall effectiveness and success.

Detail your network troubleshooting experiences, including types of issues encountered, tools you’ve used, and how you resolved them. This shows your technical competence and capability to work on networking issues.