Technical Support Representative I (Virtual – Seattle area)

At Sonepar successful leaders drive and promote our leadership mindset of  Adapt, Dare and Learn.

The primary role for Level 1 Support Technician is to be the front line of support for the Sonepar Helpdesk to trouble shoot and resolve a majority of desktop related issues that are escalated from internal users or other internal support desks.  

These types of issues include but are not limited to password resets, account unlocks, kill sessions, printer restarts, VPN error messages, MS Outlook, device OS issues, website connectivity and other windows or proprietary logon issues.  If a resolution cannot be obtained over the phone or with minimal remote-control access, then you will be required to escalate to the proper group for additional support.

Responsibilities include:

• Troubleshoot and resolve basic to moderate issues related to technical difficulties with hardware, software, connectivity, and network (this includes Eclipse printers, RF guns, scanning to desktops or email, etc.)
• Assist in troubleshooting Sonepar OPCO branch hardware over the phone or with remote control access using the TeamViewer tool.
• Perform light system administration with Microsoft Active Directory such as password resets/unlocks and moving Active Directory objects
• Document ALL requests through the Remedy ticketing system to ensure proper information from end user is obtained
• Answer calls on the Sonepar Support desk as needed.
• Assign/escalate tickets to Level 2 and other internal support departments based on ticket criteria and resolution method.
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation.

  Maintain communications with customers during the problem resolution process.

• Identify,  research, track and resolve technical problems in a timely manner
• Ability to create concise knowledge documents based on the resolutions provided over the phone to end users for future reference
• Maintain a trending list of repetitive issues to be brought to Management for attention
• Available to work or be on call during non-business hours, weekends and holidays as required
• Perform reimaging of computers when needed
• Perform computer hardware maintenance and warranty repair coordination
• Ordering of approved computers, computer components, peripherals, and software through Insight

***This position will be a virtual position, however, we prefer the position still be located in the Seattle area.***

Qualifications

• Basic technical knowledge of desktop problems
• Soft skills like communication, patience, problem solving.
• Good written and verbal communication.
• Proficient in O365 applications
• Must have 2+ years of work experience
• Basic knowledge of MS Outlook (Exchange)
• A+ Certification a plus
• Must have strong customer service skills
• Bilingual (English/Spanish) desired
• Prior experience in tech support, desktop support or a similar role.
• Experience with remote desktop applications and helpdesk software

About Sonepar USA

Sonepar USA ( is a full-line wholesale electrical supply distributor in the United States.

The Company is a member of the Sonepar S.A.

group, which is headquartered in France, and is the world’s largest privately held electrical distributor.  Entering the US market in 1998, Sonepar USA has seen dramatic growth over the years due to strategic acquisitions and organic growth.  Today, Sonepar USA has annualized revenues in excess of $7 billion from 16 operating companies with a branch network in most states.

Stay up to date with Sonepar USA, follow us on  LinkedIn ,  Instagram ,  Twitter and  Facebook ,

What are the Benefits?

401K Plan, Health Insurance (medical, dental, and vision), Paid Vacation, Paid Sick, Paid Personal, Paid Holidays, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Tuition Reimbursement, Employee Discounts and a definitive career path.

EOE M/F/Disability/Veteran

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