Support Technician II

As a Support Technician II at SanMar, your main responsibilities include providing tier I and II technical support across the organization. You will handle incoming calls and emails for IT-related issues, manage tickets in both team and personal queues, perform hardware imaging and deployment, and provide desk-side support as needed. Additionally, you will assist in setting up audio-visual equipment in meeting rooms and stay updated on system changes to deliver the best support possible.

To apply for the Support Technician II position at SanMar, you should have 1-3 years of IT support experience or equivalent training. IT certifications like A+, Network+, or Microsoft certifications are preferred. Familiarity with Microsoft Windows OS, Mac OS X, and the Microsoft Office Suite is essential, along with strong communication and customer service skills. A positive attitude and ability to work under pressure will also help you succeed in this role.

At SanMar, the training process for a Support Technician II is comprehensive and hands-on. New hires will receive onboarding sessions that cover the ticketing system, common troubleshooting procedures, and team protocols. You will shadow experienced team members to get a real feel for the work, and there's always someone available to guide you as you adapt to this dynamic role.

Support Technician II employees at SanMar can expect a competitive salary range and are eligible for annual discretionary bonuses. We offer a robust benefits package that includes comprehensive medical, dental, and vision insurance, a 401k plan with employer matching, and paid time off—including holidays and family days. Additional perks include life insurance, disability coverage, and a pet insurance option that shows how much we value our employees' well-being.

The work environment for a Support Technician II at SanMar is engaging and collaborative. You will typically work in a moderately quiet office where the culture emphasizes teamwork and open communication. The hybrid work model also means you might perform tasks from home or across various SanMar locations, giving you the flexibility to thrive in a supportive atmosphere.

In your response, focus on a systematic approach to troubleshooting, discussing techniques like a step-by-step diagnostic process, utilizing documentation, and effective communication with the end user. Highlight your experience in resolving issues promptly and efficiently.

Share a specific example demonstrating your outstanding customer service skills, detailing the situation, what actions you took to assist the customer, and how it impacted their experience. Emphasize your communication and interpersonal skills in your narrative.

Explain your approach to prioritization by discussing methods like assessing urgency and impact, communicating with the users about expected timelines, and utilizing ticketing tools effectively. Providing a specific instance can help show your thought process.

Talk about your hands-on experience with this process, including any software you’ve used for imaging and specific hardware types. Mention how you ensure the accuracy and efficiency of deployments while minimizing downtime for users.

Describe your commitment to professional development through methods such as taking courses, participating in webinars, or reading industry publications. Emphasize how staying informed helps you provide better support and solutions.

Discuss your problem-solving strategy when faced with challenges. Highlight how you would research the issue, collaborate with colleagues, or escalate to ensure it gets resolved while still keeping the end user informed.

Illustrate your conflict resolution skills by discussing your approach to remain calm and understanding. Talk about the importance of empathy in customer service and provide an example of how you successfully resolved a challenging situation.

Detail your experience with various components of Microsoft Office, such as Word, Excel, and PowerPoint. Highlight any specific tasks you’ve managed or problems you’ve solved using these tools and how they relate to providing IT support.

Explain the significance of documentation in your support role, discussing how it aids in tracking issues, facilitates knowledge sharing, and serves as a reference for future interactions. Emphasize how thorough documentation leads to more efficient support.

Discuss your availability and willingness to take on after-hours support, emphasizing your understanding of its importance to the organization. Mention your strategies for maintaining work-life balance while ensuring that you are accessible when needed.