Computer Hardware Specialist

3 weeks ago

Montreal, Quebec, Canada Hypertec Group Full time
Job Summary

We are seeking a highly skilled Computer Hardware Specialist to join our team as a Level 2 Support Agent. As a key member of our technical support team, you will be responsible for providing expert-level technical assistance to our customers, troubleshooting and resolving complex hardware issues, and collaborating with our field engineers to ensure timely resolution of service requests.

Key Responsibilities
  • Provide technical support to customers via phone, email, and other communication channels
  • Diagnose and resolve complex hardware issues, including servers, routers, RAM cards, motherboards, and other computer hardware components
  • Collaborate with field engineers to ensure timely resolution of service requests and provide technical guidance as needed
  • Document all relevant details in our CRM ticket system, respecting service level agreements (SLAs)
  • Prepare specifications (SOW) necessary for field engineers to resolve problems
  • Produce reports upon request and track service calls and tickets
  • Provide training and technical supervision to junior team members
  • Ensure impeccable customer service by remaining courteous and professional at all times
Requirements
  • Concrete experience on physical computer hardware, PC, router, servers, motherboard, RAM, CPU, cooling pumps, and their installations, maintenance, diagnosis, and repair
  • College diploma or technical studies diploma (DEP) in a related discipline
  • 2-3 years experience in IT support Level 1
  • Marked aptitude for oral and written communication
  • Interpersonal skills and ability to interact effectively with a diverse clientele
  • Availability to work a flexible schedule
  • CompTIA A+ certification is an asset
What We Offer
  • Hybrid work model for certain job categories, supported by competitive benefits
  • Comprehensive health benefits that ensure you and your family are covered for a wide range of medical needs
  • Health Spending Account (HSA)
  • Employer-matched RRSP Program
  • Paid Floater Days

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