Services Desk Engineer

Accelerate your career. Join the organization that’s driving the world’s technology and shape the future.

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

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Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow – it’ll be a fun journey!

The primary focus of a Service Desk Engineer is to provide responsive and effective IT support and technical assistance to end-users and clients. Service Desk Engineers provide high-quality support and technical assistance, maintain the stability and security of IT infrastructure, and contribute to the overall productivity and efficiency of our partners and end users’ business.

• 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 elevate 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.

Success at this Level: Service Desk Engineers are successful when they efficiently address routine issues, meet SLAs for incident resolution, maintain high client satisfaction, and actively pursue opportunities for learning and growth.

• Client Interaction
  
  Experience:
  
  Experience in directly engaging with clients, understanding their needs, and maintaining positive relationships is valuable.
• Technical Support
  
  Experience:
  
  Experience in providing technical support, troubleshooting, and issue resolution in a professional services context.
• Service Delivery
  
  Experience:
  
  Exposure to the service delivery process, project management, and ensuring that services are delivered effectively and efficiently.
• Quality Assurance
  
  Experience:
  
  Hands‑on experience with quality assurance practices, such as process improvement, monitoring, and adherence to service standards.
• Team Collaboration
  
  Experience:
  
  A background in collaborating with cross‑functional teams, both internally and externally, to achieve service delivery objectives.

• Technical Knowledge: A strong understanding of the specific products, services, and technology stack supported by the service desk.
• Industry Knowledge:
  Familiarity with the industry or sector in which the professional services business operates to better…