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Field Tech Ii

3 months ago

Vancouver, British Columbia, Canada CompuCom Systems, Inc. Full time

Why CompuCom? (Overview):

As a Field Technician, you will be responsible for supporting and maintaining laptop, desktop and printer support for end users and clients.

This is a full time position reports into the Field Services Manager and requires a vehicle with valid drivers' license.

Monday to Friday, 8:30 am to 5:00 pm.

CompuCom supports Employment Equity and Diversity

Location:
Nanaimo, BC**What We Need & What You'll Do (Responsibilities):
  • Lead initiatives as assigned by management
  • Ability to troubleshoot and resolve field service incidents; sameday severity & next business day severity
  • Accountable for continuous improvement
  • Maintain full ownership of ticket through its lifecycle
  • Ensure that for every call and/or reported event a ticket was created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage
  • Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event
  • Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve endusers technical problems and provide information and status as requested
  • Enter all troubleshooting performed and, if applicable, the resolution
  • Escalate tickets to the appropriate support group if required by warm transfer
  • If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support
  • Determine if there is a commonality amongst tickets being generated.

Who You Are (Qualifications):

  • 2+ yrs experience hardware & deskside software support
  • Strong technical knowledge of PC and Desktop hardware
  • Handson hardware troubleshooting experience
  • Working technical knowledge of current operating systems, and standards
  • Ability to launch and operate desktop diagnostic tools to perform remote diagnostics
  • Analytical and problemsolving abilities, with keen attention to detail
  • Selfmotivated and directed, with the ability to effectively prioritize and execute tasks in a highpressure environment
  • Experience working in a teamoriented, collaborative environment
  • Strong customerservice orientation
  • Excellent written and verbal communication skills
  • Experienced in SLA/KPI environment
  • Computer Field Service repair experience
  • CompTIA A+.

Bonus Certifications/ Experience

  • OEM HW Certifications HP, LENOVO, Dell etc
  • Desktop, Laptop, Printer and Server.