Hardware Support Technician I

2 weeks ago

Edmonton, Canada PC Corp Inc. Full time

**ROLE SUMMARY**:
Technical Consultant - Hardware Support works across a broad range of vendor technologies. They respond to service orders/tickets performing troubleshooting and diagnosis of hardware devices to resolution, both at depot and on-site. They need to troubleshoot with end-users and to do so, require strong listening and communication skills along with good customer service aptitude.

**REPORTS TO**: ServiceDesk Manager

**DUTIES AND RESPONSIBILITIES**:
1) Promote the company Mission, Vision and Values.

2) Develop and maintain the personal and technical skills, knowledge and certifications required to effectively deliver the performance of a first-class Technical Consultant.

3) Stay up to date on new and innovative technologies and products that affect your position.

4) Participate in training provided by the organization as part of your development plan.

5) Tickets and Troubleshooting.
- Strive to meet corporate Service Level Objectives.
- Accept service orders/tickets and maintain ownership of those tickets to resolution or appropriate escalation.
- Analyze ticket issues that include, but are not limited to desktop, notebooks, printers, and servers using a variety of approved tools.
- When a problem impacts the client IT services, work to identify and prioritize (triage) the problem based on operational impact to the clients and proceed accordingly to resolution.
- As needed, coordinate with ServiceDesk, vendors, customers, or other PC Corp teams.
- Assign/escalate the problem, where needed, by following standard operating procedures.

6) Tracking and Ordering.
- While diagnosing to repair, carefully track and document all issues and resolutions to maintain record of the health of the client devices.
- Be responsible for updating the PSA and Documentation platforms as needed.
- Order, record, and track parts from vendors and properly close out orders with manufacturers.

7) Reporting.
- Notify customer of issues and remediation status as required.
- Maintain ongoing communication both within the team and externally, to keep all stakeholders aware of _relevant_, _known_ issues.

8) Client Support Services.
- Deliver the best possible level of customer service to both internal and external clients.
- Easily translate highly complex technical information to non-technical individuals.
- Convey information in a positive, professional, effective, and clear manner in individual and group settings and situations.
- Support other technical teams as required.
- Provide technical escalation support to more junior technical staff, as required, to assist them in attaining continual improvement.
- Provide assistance to more senior technical staff as required.
- Participate in varied shift schedules which may include evening hours, as needed.
- Other duties as assigned.

**TECHNICAL QUALIFICATIONS**:
1) Minimum Qualifications: 1 year of professional training plus 1 year experience in the field. Industry certification programs are desirable.

2) Technical Expertise/Certifications: _**Lenovo**_ - Desktops/Notebooks/Tablets; _**HP**_ - Desktops/Notebooks/Tablets/Printers; _**HPE**_ - Servers; _**Lexmark**_ - Printers; _**Acer**_ - Desktops/Notebooks; _**Toshiba/Dynabook**_ - Notebooks; Microsoft Windows; _**Chrome**_ OS

3) General Area of Practice: workstation/laptop/printer/server hardware issue diagnosis/resolution, both depot and on-site client support.

**CUSTOMER SERVICE (Internal and External)**:
1) Work well with clients that are frustrated with their hardware/software.

2) Promote a sharing, caring, working environment.

3) Display a positive attitude to both internal and external clients.

4) Demonstrate and promote a high level of teamwork.

5) Build long term relationships with client organizations.

6) Build long term relationships with manufacturer partners.

7) Strive to under-commit and over-deliver.

8) Project a professional image.

9) Communicate technical information clearly to all customers, including those who are not technologically knowledgeable.

10) Informally monitor customers and inform the Service Manager of any changes in consumer attitude and preference.

**ADMINISTRATION/GENERAL**:
1) Abide by software laws.

2) Attend department meetings.

3) Assist in training others as required.

4) Assist in the evaluation of and testing of products and make appropriate recommendations as to their functionality, as required.

5) Contribute to housekeeping duties as required.

**STANDARDS OF PERFORMANCE**:
1) Observable level of satisfaction from customers, other-departments, co-workers, and management in the area of overall technical service performance.

2) Observable level of satisfaction from customers, other-departments, co-workers, and management in the area of overall customer service.

3) Observable level of pursuit of training and development relevant to the company and its clients.

4) Observable level of adherence to company policies and procedures.

**Job Types**: Full-time, Fi

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