Technical Support Associate at Computacenter AG & Co. oHG

📍 Job Overview

Job Title: Technical Support Associate
Company: Computacenter AG & Co. oHG
Location: Kansas City, Missouri, United States
Job Type: On-site
Category: Technical Support & Customer Service
Date Posted: June 11, 2025
Experience Level: Mid-level (2-5 years)

🚀 Role Summary

Provide hardware, software, and network technical support to internal and external customers
Troubleshoot and resolve tickets, perform staging and configuration, and escalate issues as needed
Collaborate with teams to deliver work packages and ensure customer demands are met
Document work completed and report on progress to maintain compliance with company and customer procedures

📝 Enhancement Note: This role requires a strong customer service focus and excellent communication skills, as well as technical proficiency in hardware, software, and network support.

💻 Primary Responsibilities

Technical Support: Troubleshoot and resolve hardware, software, and network issues for internal and external customers
Ticket Resolution: Manage and escalate tickets to ensure customer demands are met and maintain customer satisfaction
Team Coordination: Collaborate with small teams to deliver basic work packages and meet business and customer requirements
Documentation: Document work completed and report on progress to ensure compliance with company and customer procedures
Customer Service: Provide excellent customer service to internal and external customers and maintain a consistent customer experience

📝 Enhancement Note: This role requires a proactive approach to problem-solving and the ability to work independently and in a team environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)

Experience: 3-5 years of proven experience in an IT Desktop Service environment

Required Skills:

Experience with ServiceNow
Experience with Windows 11, desktop, laptop, and peripheral support
Excellent customer service abilities and an organized approach to work
Good interpersonal and communication skills
Ability to meet the physical requirements of the usual and customary methods of performing the job functions, including: a variety of standing, sitting, and walking throughout the day; lifting of up to 50 pounds
Legal authorization to work in the United States

Preferred Skills:

Experience with hardware, software, and network support
Familiarity with company and customer procedures
Ability to work in a fast-paced environment and manage multiple priorities

📝 Enhancement Note: While not explicitly stated, experience with hardware, software, and network support is highly desirable for this role.

📊 Web Portfolio & Project Requirements (N/A)

Note: As this role is focused on technical support and customer service, a web portfolio is not required.

💵 Compensation & Benefits

Salary Range: $55,000 - $70,000 per year (based on regional market research for mid-level technical support roles in Kansas City, Missouri)

Benefits:

Competitive compensation plans and long-term career opportunities
Attractive mix of benefit plans to contribute to good health, future financial security, and peace of mind

Working Hours: Full-time, 40 hours per week (with potential for overtime and on-call rotations)

📝 Enhancement Note: The salary range provided is an estimate based on regional market research for mid-level technical support roles. Actual salary may vary based on experience and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. They help their world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business.

Company Size: Computacenter is a public company quoted on the London FTSE 250 (CCC.L) and employs over 20,000 people worldwide. In the US, they support some of the country's best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta.

Team Structure: The technical support team consists of associates, engineers, and managers who work together to provide hardware, software, and network support to internal and external customers. The team is organized by region and works closely with other departments to ensure customer demands are met.

Development Methodology: Computacenter uses a structured approach to technical support, focusing on ticket resolution, customer satisfaction, and continuous improvement. They utilize ServiceNow for ticket management and tracking.

Company Website: https://www.computacenter.com/us

📝 Enhancement Note: Computacenter's focus on customer satisfaction and continuous improvement creates an environment where technical support associates can grow and develop their skills.

📈 Career & Growth Analysis

Technical Support Career Level: This role is a mid-level position within the technical support career path. Associates in this role are responsible for providing hardware, software, and network support to internal and external customers and may have limited supervisory responsibilities.

Reporting Structure: Technical Support Associates report directly to Technical Support Engineers or Team Leads, who are responsible for managing day-to-day operations and ensuring customer demands are met.

Technical Impact: Technical Support Associates play a crucial role in maintaining customer satisfaction and ensuring that IT infrastructure is functioning properly. They are responsible for troubleshooting and resolving issues, as well as escalating complex problems to higher-level support teams.

Growth Opportunities:

Promotion to Technical Support Engineer: With experience and demonstrated proficiency, Technical Support Associates may be promoted to Technical Support Engineer, which involves more complex troubleshooting and may include on-call rotations.
Career Transition to Other IT Roles: Technical Support Associates may choose to transition to other IT roles, such as network administration, systems engineering, or project management, based on their interests and skills.

📝 Enhancement Note: Career growth opportunities within Computacenter are based on individual performance, skills, and interests. Associates are encouraged to develop their skills and pursue career advancement within the company.

🌐 Work Environment

Office Type: Computacenter's Kansas City office is a professional, collaborative workspace designed to facilitate teamwork and communication among technical support associates, engineers, and managers.

Office Location(s): Kansas City, Missouri, United States

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, conference rooms, and breakout areas to encourage collaboration and knowledge sharing among team members.
Technical Support Tools: Associates have access to the necessary tools and equipment to perform their job functions, including computers, software, and hardware for testing and troubleshooting purposes.
Customer Interaction: Technical Support Associates interact with customers on a daily basis, either in person, over the phone, or via remote support tools.

Work Schedule: Full-time, 40 hours per week, with potential for overtime and on-call rotations to provide 24/7 customer support.

📝 Enhancement Note: Computacenter's work environment is designed to support the needs of technical support associates, fostering collaboration, communication, and continuous learning.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone conversation to assess communication skills and technical proficiency in hardware, software, and network support.
On-site Interview: A visit to the Kansas City office to meet with the hiring manager and technical support team. This may include a tour of the office and an opportunity to ask questions about the role and company culture.
Technical Assessment: A hands-on assessment to evaluate troubleshooting skills, problem-solving abilities, and familiarity with Windows 11 and ServiceNow.
Final Interview: A meeting with senior leadership to discuss career goals, expectations, and fit within the company culture.

Portfolio Review Tips: N/A (as this role does not require a web portfolio)

Technical Challenge Preparation:

Brush up on Windows 11, desktop, laptop, and peripheral support
Familiarize yourself with ServiceNow and its ticket management features
Prepare examples of troubleshooting scenarios and how you would approach resolving them
Research Computacenter's company culture and values to demonstrate cultural fit

ATS Keywords: Technical Support, Troubleshooting, ServiceNow, Windows 11, Customer Service, Interpersonal Skills, Communication Skills, Documentation, Team Coordination, Hardware Support, Software Support, Network Support, Ticket Resolution, Physical Requirements, Organizational Skills

📝 Enhancement Note: The interview process for this role is designed to assess both technical proficiency and cultural fit within the technical support team. Candidates should be prepared to discuss their troubleshooting skills, problem-solving abilities, and customer service experience.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: As this role is focused on technical support and customer service, a technology stack is not applicable.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer satisfaction and maintain a consistent customer experience
Problem-Solving: Approach troubleshooting with a proactive and analytical mindset
Teamwork: Collaborate with team members to resolve issues and deliver work packages
Continuous Learning: Stay up-to-date with the latest hardware, software, and network support best practices

Collaboration Style:

Cross-Functional Integration: Work closely with other departments, such as sales, marketing, and operations, to ensure customer demands are met
Code Review Culture: Regularly review and discuss troubleshooting approaches and best practices with team members
Knowledge Sharing: Share expertise and learn from colleagues to improve technical support skills and customer satisfaction

📝 Enhancement Note: Computacenter's technical support team values a customer-focused, collaborative, and continuous learning approach to technical support and customer service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Hardware, Software, and Network Issues: Troubleshoot and resolve a wide range of hardware, software, and network issues for internal and external customers
Escalation Management: Effectively escalate complex issues to higher-level support teams and maintain customer satisfaction throughout the resolution process
Time Management: Balance multiple priorities and maintain a high level of productivity in a fast-paced environment

Learning & Development Opportunities:

Technical Training: Participate in company-provided training programs to develop hardware, software, and network support skills
Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in technical support and customer service
Mentorship: Seek guidance from experienced team members to develop troubleshooting skills and advance your career within the technical support field

📝 Enhancement Note: Technical Support Associates at Computacenter have the opportunity to develop their skills and advance their careers through continuous learning, mentorship, and hands-on experience.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Describe a complex hardware, software, or network issue you've faced and how you resolved it
Customer Service: Explain how you've handled a difficult customer in a previous role and how you maintained their satisfaction
Teamwork: Share an example of a time when you collaborated with a team to resolve a technical issue or deliver a work package

Company & Culture Questions:

Company Culture: Describe what you like about Computacenter's company culture and how you think you'll fit in
Customer Focus: Explain how you prioritize customer satisfaction in your daily work and how you maintain a consistent customer experience
Problem-Solving: Describe a time when you had to think outside the box to resolve a technical issue or meet a customer's needs

Portfolio Presentation Strategy: N/A (as this role does not require a web portfolio)

📝 Enhancement Note: The interview process for this role focuses on assessing technical proficiency, problem-solving skills, and cultural fit within the technical support team. Candidates should be prepared to discuss their troubleshooting skills, customer service experience, and teamwork abilities.

📌 Application Steps

To apply for this Technical Support Associate position:

Submit your application through the application link provided in the job listing
Tailor your resume to highlight your technical support, hardware, software, and network support experience, as well as your customer service skills and problem-solving abilities
Prepare for the phone screen and on-site interview by researching Computacenter's company culture and values, and practicing your troubleshooting skills and customer service examples
Complete the technical assessment with confidence, demonstrating your proficiency in Windows 11 and ServiceNow
Prepare for the final interview by reflecting on your career goals, expectations, and fit within the company culture

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Associate