IT Field Technician

3 weeks ago

Ottawa, Ontario, Canada Abaculus Consultancy Corp. Full time

  • 5 years of experience in a customerfacing role.
or more years of experience in the IT industry.
or more years of experience with Windows 7 and 10 OS, PC re-imaging.
or more years of experience with PC and laptop hardware.

  • Travel of up to 70% within the state of Ontario typically one day trips, but some overnights required.
  • Demonstrable experience with independent customer relationship management, customer service, and satisfaction.
  • Excellent verbal and written communication skills with the ability to communicate effectively across different levels of organizations.
  • Must have a valid State Driver's License and a clean driving record.

Qualification:

  • Certification in A+ / Certification in Server + or Network+ / MCP, MCSA, MCSE.
  • Able to translate and communicate technical information to stakeholders.
  • Teamplayer, able to handle a fastpaced business environment and work collaboratively under tight deadlines, punctual, able to work with little supervision, selfdisciplined with strong analytical and decisionmaking skills

Responsibilities:

Responsible for all remote and on-site preventative and restorative maintenance across the islands.

  • Travel to customer locations within prescribed time to troubleshoot, repair, and/or escalate issues
  • Lead internal and external stakeholder communications on routine activities while ensuring proper and ongoing progress on the issues.
  • Manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict.
  • Will have intermediate to advanced knowledge of ticketbased tracking system.
  • Will use CRM software to track tickets consistently and accurately.
  • Intermediate knowledge of PC desktop support with knowledge of Networking and Windows based servers.
  • Knowledge of concepts around hosted solutions.
  • Perform hardware maintenance.
  • Troubleshoot problems and escalate when necessary to deliver solutions that satisfy customer or internal requirements.
  • Learn and understand technical products and solutions and can disassemble certain products for parts replacement.
  • Manage and deliver SLA commitments and expectations to customers.
  • Work with operations engineers, sales, and system administrator.
  • Identify and mitigate risks that may have potential impact to all services delivered.
  • Perform predictive and preventive maintenance testing on a timely basis.
  • Take ownership to incidents such as equipment failures.
  • Responsible for managing / maintaining inventory of consumables including paper and toner products.
  • Oversee a wide range of activities in separate environments including production and UAT including, but not limited to deployment, testing, and basic training.
  • Ability to work occasional nights and weekends as required.
  • Must be able to stand for extended periods and be able to lift to 50 pounds.

Job Types:
Full-time, Fixed term contract

Contract length: 6-12 months

Salary:
$20.00-$26.00 per hour

Schedule:

  • Monday to Friday
  • Overtime

Supplemental pay types:

  • Overtime
pay

Ability to commute/relocate:

  • Ottawa, ON: reliably commute or plan to relocate before starting work (required)

Experience:

  • Hardware (Laptop, Desktop & Printers) troubleshooting: 3 years (required)

Licence/Certification:

  • A+ / Certification in Server + or Network+ / MCP, MCSA, MCSE (required)

Shift availability:

  • Day Shift (preferred)
  • Night Shift (preferred)

Willingness to travel:

  • 75% (required)

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