Ingram Micro · 2 days ago
Service Desk Engineer (Palo Alto)
Austin, TX
Full-time
Hybrid
Mid, Senior Level
$54K/yr - $87K/yr
3+ years expIngram Micro is a leading technology company for the global information technology ecosystem. The Service Desk Engineer is responsible for providing responsive and effective IT support and technical assistance to end-users and clients, ensuring stability and security of IT infrastructure while enhancing productivity and efficiency.
ConsultingElectronicsInformation ServicesInformation TechnologyLogisticsSoftwareSupply Chain ManagementVoIP
No H1B
Responsibilities
User Support: Assist end-users with IT-related issues, ensuring they can continue their work without disruptions. This includes troubleshooting hardware and software problems, resolving technical challenges, and offering guidance to users
Incident Management: Managing and resolving incidents and service requests is a central focus. This involves promptly identifying, documenting, and prioritizing issues to ensure timely resolution
Technical Troubleshooting: Service Desk Engineers focus on diagnosing and resolving technical problems that users encounter, which can include hardware malfunctions, software glitches, network connectivity issues, and more
Communication: Effective communication with end-users is essential. The role involves conveying technical solutions in a clear, non-technical manner and keeping users informed about the status of their IT issues
Knowledge Management: Service Desk Engineers will focus on creating and maintaining knowledge base articles and self-help resources to empower users to address common issues independently
System Monitoring: Monitoring IT systems for potential issues is crucial to detect problems before they escalate and impact productivity
PSA: They are responsible for routine updates to PSA system, ensuring that all data is up to date and reporting properly
Security Compliance: Enforcing IT security policies or best practices is an important part of the role, and Service Desk Engineers help protect partners data and systems from potential threats
Team Collaboration: Collaboration with other IT professionals is key to address complex issues, work on projects, and ensure the overall health of devices or environments
Qualification
Required
Two-year college degree or equivalent experience and minimum 3-year experience in functional area. OR High School Diploma or equivalent and 5 years functional experience, preferably at a senior level
Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks
Experience in directly engaging with clients, understanding their needs, and maintaining positive relationships
Experience in providing technical support, troubleshooting, and issue resolution in a professional services context
Exposure to the service delivery process, project management, and ensuring that services are delivered effectively and efficiently
Hands-on experience with quality assurance practices, such as process improvement, monitoring, and adherence to service standards
A background in collaborating with cross-functional teams, both internally and externally, to achieve service delivery objectives
A strong understanding of the specific products, services, and technology stack supported by the service desk
Familiarity with the industry or sector in which the professional services business operates to better comprehend client needs and challenges
Knowledge of relevant industry-specific regulatory requirements and security standards
A comprehensive understanding of client expectations, preferences, and industry specific trends
Knowledge of best practices in service quality, continuous improvement, and industry standards
Strong verbal and written communication skills for effective interaction with clients and internal teams
The ability to analyze and resolve complex technical issues and challenges that may arise during service delivery
Skills in building and maintaining positive client relationships, including active listening and empathy
Effective record-keeping and documentation abilities for maintaining project files, client communication, and reports
Skills in implementing and maintaining quality standards, process improvement, and adherence to service benchmarks
Please note we are not offering Visa sponsorship for this position
Benefits
Healthcare benefits
Paid time off
Parental leave
401(k) plan and company match
Short-term and long-term disability coverage
Basic life insurance
Wellbeing benefits
Company
Ingram Micro
Ingram Micro is a provider of technology products and supply chain management services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-06-29Private Equity
2020-12-09Acquired
1996-11-01IPO
Leadership Team
Paul Bay
Chief Executive Officer
Mike Zilis
Chief Financial Officer
Recent News
2025-12-26
Company data provided by crunchbase