Systems Administrator (Zendesk)

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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. Learn more at www.ingrammicro.com

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

We are a dynamic and innovative technology-driven company committed to delivering exceptional customer experiences. We are seeking a talented System Administrator to join our team in Buffalo, New York and drive excellence in customer support operations.

As a Ticketing System Administrator, you will play a critical role in configuring, maintaining, and optimizing our customer support platform to meet the needs of both customers and internal stakeholders. You will collaborate closely with cross-functional teams to implement best practices, streamline workflows, and enhance the overall efficiency of our service operations.

Your role:

• Configuration & Customization

  • Configure the ticketing system according to business requirements, including ticket forms, workflows, triggers, automations, and SLAs.

  • Customize the platform to align with branding, usability, and user experience standards.

• Integration Management

  • Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency.

• User Support & Training

  • Provide support and training to end-users and stakeholders on system functionality, best practices, and troubleshooting.

  • Develop documentation and training materials to support adoption and consistent usage.

• Data Analysis & Reporting

  • Build and maintain reports and dashboards to track key performance metrics (e.g., ticket volume, response/resolution times, customer satisfaction).

  • Analyze data to identify trends, insights, and opportunities for improvement.

• Security & Compliance

  • Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements (e.g., GDPR, HIPAA).

• Continuous Improvement

  • Proactively identify opportunities to enhance functionality and efficiency through process improvements, automation, and system enhancements.

  • Stay current with industry best practices and emerging technologies in customer support platforms.

• Leadership & Mentorship

  • Provide guidance and mentorship to junior administrators or support staff on system configurations, customizations, and best practices.

  • Foster a culture of knowledge sharing and continuous learning within the team.

What you bring to the role:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

• Proven experience as a Ticketing System Administrator (experience with platforms such as Zendesk, ServiceNow, Freshdesk, Jira Service Management, or similar).

• Strong understanding of ticketing workflows, lifecycle management, and reporting.

• Experience with APIs, scripting languages (e.g., JavaScript, Python), or integration tools (e.g., Zapier, Workato) is preferred.

• Strong analytical skills with the ability to translate data into actionable insights.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.

• Platform-specific certifications (e.g., Zendesk, ServiceNow, Jira) are a plus.

#LI-LB2

The typical base pay range for this role across the U.S. is USD $66,100.00 - $105,800.00 per year.

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

This is not a complete listing of the job duties.  It’s a representation of the things you will be doing, and you may not perform all these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.