Services Technician

6 months ago

Calgary, Canada Insight Enterprises Full time

**Requisition Number**:95677**

**Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.**

**General Accountability**:
**Specific Accountabilities**:

- Primary function of the role is to complete internal and external deployments where driving company vehicles is required
- Participate in moves, required during core and non-core business hours
- Backfill other IMAC services when required lifting of computer equipment is required
- Respond to clients requests originating through Remedy system in a professional manner.
- Respond in a timely fashion to Trouble-Tickets raised in Service Desk queue for IMAC Build and Deploy services, Emergency rebuilds, within SLA, ensuring all Trouble Tickets are closed to prevalent quality standards.
- Follow and update documentation including Knowledge Base articles and Technical Alerts
- Ensure SLA’s are achieved and client expectations are met (or exceeded).
- Following daily schedules as assigned
- Required to participate in support of team during non-core business hours where driving and lifting will be required
- Manage and track the progress of multiple UATs
- Updating of Remedy tickets and Asset information
- Other duties as assigned
- Deliver on individual and organization goals and objectives
- Escalation to the team lead and liaison with third party vendor or client as required
- To build services relationships with clients
- To build relationships with vendors, ensuring all escalations are handled with vendors in a timely and effective manner
- Promote and work to Insight’s culture through the Vision and Values of the organization.
- Possibility of occasional Deskside ticket assignment and completion and associated duties

**Skills & Abilities**:

- At least 2 years’ experience in related role, 4 preferred
- Experience in a large, distributed environments preferred
- Ability to stay calm in stressful situations, especially when dealing with demanding customers
- Takes ownership and responsibility for problem resolution
- Excellent verbal and written communication skills
- Ability to manage multiple priorities.
- Maintains a positive attitude.
- Strong organizational skills and ability to prioritize.
- Team player. Delivers to timescales.
- High degree of accuracy and attention to detail.
- Work at locations outside of core business location.
- Valid Full Class 5 Alberta Driver’s License
- Current Drivers Abstract
- Back check will be required

**Physical Requirements**
- Physical activities will include commissioning & decommissioning computer related H/W. Lifting & moving of items.
- Handling maximum of 21-60 lbs
- Lifting
- 20- 50 lbs (occasional) - low level lifting
- 20- 50 lbs (frequent) - waist level lifting
- 20-50 lbs (rare) - above shoulder lifting
- 20- 50 lbs (occasional) - front carry
- 5-20 lbs (rare) - side carry
- Pushing/Pulling (hand carts and dollies)
- 60-100 lbs (occasional)
- Sitting/driving (constant)
- Trunk rotation (rare)
- Crouching/squatting/kneeling/crawling (occasional)
- Walking and standing (frequent)
- Climbing stairs (occasional)
- Hand use (frequent)

**Education**
- Completion of High School Diploma
- Prefer Bachelor's degree in Business, Computer Science or a related field
- A+ certification is an asset
- Technicien(ne) de services (IMAC)

**Responsabilités générales**:
**Responsabilités spécifiques**:

- Effectuer des déploiements internes et externes qui nécessitent l’utilisation de véhicules d’entreprise.
- Participer aux déménagements pendant les heures d’ouverture de base et non essentielles
- Aider d’autres services IMAC lorsqu’il est nécessaire de soulever des équipements informatiques.
- Répondre de manière professionnelle aux demandes des clients provenant du système Remedy.
- Répondre en temps opportun aux billets de dépannage de la file d’attente Service Desk pour les services de construction et de déploiement IMAC, de même que les reconstructions d’urgence, tout en respectant les SLA et en veillant à ce que tous les billets de dépannage soient fermés conformément aux normes de qualité en vigueur.
- Suivre et mettre à jour la documentation, y compris les articles de la base de connaissances et les alertes techniques.
- S’assurer que les SLA sont respectés et que les attentes des clients sont satisfaites (ou dépassées).
- Respecter les horaires quotidiens attribués.
- Participer au soutien de l’équipe pendant les heures d’ouverture non essentielles où la conduite et le levage seront nécessaires.
- Gérer et suivre la progression de plusieurs UAT.
- Répondre aux demandes de renseignements et aux problèmes des clients qui so

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