Job Overview:

The TS Technician II provides advanced technical support for ordering, tracking, monitoring, and servicing of installation related activities enterprise wide. This role actively contributes to maintaining an effective, reliable production environment by applying a deeper understanding of equipment and system needs within established policies, procedures and service levels.

Job Responsibilities:

Assists with the ordering, setup, installation or support of hardware, software, and peripheral equipment or network infrastructures, following design or installation specifications

Tracks and monitors installations or service requests, escalating and reporting any deviations in a timely manner

Performs non-routine problem determination and resolution support for areas of responsibility as required to ensure a reliable production environment

Maintains records of transactions, problems or installation activities and actions taken

Provides system configuration support or technical troubleshooting to enhance equipment performance or respond to customer requests

Effectively addresses and responds to inquiries regarding the operation of software or hardware to resolve problems at a proficient level

Updates training materials and procedures and/or assist with training users in the proper use of hardware or software

Confers with users, reviews technical manuals, or conduct diagnostics to investigate and resolve problems or to provide technical assistance and support.

Mentors and guides Technical Service Technician I team members.

Performs administrative procedures under the supervision of experienced TS Technicians and/or Supervisors.

Performs other relevant duties as required.

Job Requirements:

Education/ Certifications:

Job Overview:

The TS Technician II provides advanced technical support for ordering, tracking, monitoring, and servicing of installation related activities enterprise wide. This role actively contributes to maintaining an effective, reliable production environment by applying a deeper understanding of equipment and system needs within established policies, procedures and service levels.

Job Responsibilities:

• Assists with the ordering, setup, installation or support of hardware, software, and peripheral equipment or network infrastructures, following design or installation specifications

• Tracks and monitors installations or service requests, escalating and reporting any deviations in a timely manner

• Performs non-routine problem determination and resolution support for areas of responsibility as required to ensure a reliable production environment

• Maintains records of transactions, problems or installation activities and actions taken

• Provides system configuration support or technical troubleshooting to enhance equipment performance or respond to customer requests

• Effectively addresses and responds to inquiries regarding the operation of software or hardware to resolve problems at a proficient level

• Updates training materials and procedures and/or assist with training users in the proper use of hardware or software

• Confers with users, reviews technical manuals, or conduct diagnostics to investigate and resolve problems or to provide technical assistance and support.

• Mentors and guides Technical Service Technician I team members.

• Performs administrative procedures under the supervision of experienced TS Technicians and/or Supervisors.

• Performs other relevant duties as required.

Job Requirements:

Education/ Certifications:

• Bachelor’s degree in computer science or related field preferred, or equivalent experience. 

Experience:

• 3+ years’ experience in similar technical support roles.

Knowledge/Skills/ Abilities

• Strong written and verbal communication skills, customer focus and demonstrated ability to work in geographically dispersed teams

• Ability to manage competing priorities effectively

• Proficiency in Microsoft Office applications and strong computer skills

• Logical thought process and ability to learn new systems, concepts and procedures

• Good judgment is required for this position as there may be times when direct supervision may not be immediately available

Work Environment:

Onsite Role:

• This position is classified as onsite where the associate will perform work from their primary office location. Onsite associates may be required to come to other UNFI locations for necessary business reasons or if directed to do so by their manager.

Travel (minor):

• This position may require the associate to travel to company offices, distribution centers, or other locations for specific meetings or other business reasons.

Physical Environment/Demands:

Office Roles:

• Most work is performed in a temperature-controlled office environment.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. 

• Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday

• Stooping, bending, twisting and reaching may be required in completion of job duties

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

• Ability to lift up to 75 pounds and to stand, walk, bend, stoop, twist, and turn frequently.

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.

Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday

Stooping, bending, twisting and reaching may be required in completion of job duties

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Ability to lift up to 75 pounds and to stand, walk, bend, stoop, twist, and turn frequently.

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.