Computer Technician

5 months ago


Montréal, Canada AstraNorth Full time

**Technician should have good communication and troubleshooting skills, customer oriented, updated knowledge on current technology.**

**Nice to have following knowledge**:

- Hardware breakfix
- Service now ticketing system
- Asset inventory knowledge
- Using remote tool like Bomgar
- Knowledge on ITIL, SLA
- Imaging and re-imaging knowledge
- MacBook support
- MDM on IOS

**Role & Responsibility**:

- The Technician is the first point of contact for an End User; because of this it is vital that the technician set the appropriate expectations to provide great interactions. The Technicians role includes (but is not limited to)
- Be available for Walk-In Support during operation hours of the TechLounge
- Dress and act in a professional courteous manner
- Empathize with an End User
- Provide fast effective technical support, in a positive manner
- Follow direction from Local Operations Manager
- Work on Assigned Tickets (incidents and Tasks) in a timely manner
- If no specific Assigned Tickets must self-regulate and work on tickets in queue(s).
- Open Service tickets (if required), follow up on tickets that are not closed by TechLounge
- Track each interaction in an internal database
- Be comfortable talking about all the technologies and services supported
- Be able to perform a warm handoff between the end user to additional support teams as necessary
- Maintain training materials, loaner devices, training devices. Which includes (but not limited to) tracking, re-formatting HDD’s, cleaning, charging, setting up for user and/or trainers
- Maintain training materials inventory,
- Provide on the spot, fast effective technical assistance, in a positive manner
- Answer “how to” questions
- “ Open and close” facility
- Provide “tours” of the facility
- Set up equipment for training sessions, as needed
- Promote (reference) TechLounge Central and TL training sessions
- Creating shipping labels/preparing boxes to be sent to users
- Expected to open the return boxes received from Users
- Expected to maintain Deskside Support Room a mess free including arranging of peripherals/laptops in an appropriate manner.

**Le technicien doit avoir de bonnes compétences en communication et en dépannage, orienté client, des connaissances mises à jour sur la technologie actuelle.**

**Agréable d'avoir les connaissances suivantes**:

- Cassage matériel
- Service maintenant système de billetterie
- Connaissance de l'inventaire des biens
- Utilisation d'un outil distant comme Bomgar
- Connaissances sur ITIL, SLA
- Connaissances en imagerie et en réins imagerie
- Prise en charge du MacBook
- MDM sur l'IOS

**Rôle et responsabilité**:

- Le technicien est le premier point de contact pour un utilisateur final ; pour cette raison, il est essentiel que le technicien définisse les attentes appropriées pour fournir d'excellentes interactions. Le rôle de techniciens comprend (sans toutefois s'y limiter)
- Être disponible pour le support sans rendez-vous pendant les heures d'ouverture du TechLounge
- Habillez-vous et agissez d'une manière professionnelle courtoise
- Faites preuve d'empathie avec un utilisateur final
- Fournir un support technique rapide et efficace, de manière positive
- Suivez les directives du gestionnaire des opérations locales
- Travailler sur les tickets attribués (incidents et tâches) en temps opportun
- Si aucun billet assigné spécifique ne doit s'autoréguler et travailler sur les tickets dans les files d'attente.
- Billets open service (si nécessaire), suivi des billets qui ne sont pas fermés par TechLounge
- Suivre chaque interaction dans une base de données interne
- Soyez à l'aise de parler de toutes les technologies et services pris en charge
- Être en mesure d'effectuer un transfert chaleureux entre l'utilisateur final et des équipes de support supplémentaires si nécessaire
- Entretenir le matériel de formation, les appareils de prêt, les appareils de formation. Ce qui inclut (mais sans s'y limiter) le suivi, le re-formatage des disques durs, le nettoyage, la charge, la configuration pour les utilisateurs et / ou les entraîneurs
- Tenir à jour l'inventaire du matériel de formation ;
- Fournir sur place, une assistance technique rapide et efficace, de manière positive
- Répondre aux questions « comment faire »
- Installation « ouverte et fermée »
- Offrir des « visites guidées » de l'installation
- Configurer l'équipement pour les séances de formation, au besoin
- Promouvoir (référence) Les séances de formation TechLounge Central et TL
- Création d'étiquettes d'expédition/préparation de boîtes à envoyer aux utilisateurs
- On s'attend à ce qu'elles ouvrent les boîtes de retour reçues des utilisateurs
- On s'attend à ce que la salle de soutien de bureau soit exempte de désordre, y compris l'organisation des périphériques / ordinateurs portables d'une manière appropriée.

**Job Types**: Full-time, Permanent, Fixed term contract

Schedule:



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