IT Field Technician

Title - IT Field Technician

Location - Ottawa, Ontario, **Canada** (Onsite only)

Client - Thales

Experience - 1 to 5 years (max can be 10 years experience)

**Only Canadian Citizens are considered**

**Mandatory Requirements**:

- 1 - 5 years of experience in a customer-facing role.
- 1 - 5 or more years of experience in the IT industry.
- 1 - 5 or more years of experience with Windows 7 and 10 OS, PC re-imaging.
- 1 - 5 or more years of experience with PC and laptop hardware.
- Travel of up to 70% within the state of Ontario - typically one day trips, but some overnights required.
- Demonstrable experience with independent customer relationship management, customer service, and satisfaction.
- Excellent verbal and written communication skills with the ability to communicate effectively across different levels of organizations.
- Must have a valid State Driver’s License and a clean driving record.

**Qualification**:

- Certification in A+ / Certification in Server + or Network+ / MCP, MCSA, MCSE.
- Able to translate and communicate technical information to stakeholders.
- Team-player, able to handle a fast-paced business environment and work collaboratively under tight deadlines, punctual, able to work with little supervision, self-disciplined with strong analytical and decision-making skills

**Responsibilities**:
Responsible for all remote and on-site preventative and restorative maintenance across the islands.
- Travel to customer locations within prescribed time to troubleshoot, repair, and/or escalate issues
- Lead internal and external stakeholder communications on routine activities while ensuring proper and ongoing progress on the issues.
- Manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict.
- Will have intermediate to advanced knowledge of ticket-based tracking system.
- Will use CRM software to track tickets consistently and accurately.
- Intermediate knowledge of PC desktop support with knowledge of Networking and Windows based servers.
- Knowledge of concepts around hosted solutions.
- Perform hardware maintenance.
- Troubleshoot problems and escalate when necessary to deliver solutions that satisfy customer or internal requirements.
- Learn and understand technical products and solutions and can disassemble certain products for parts replacement.
- Manage and deliver SLA commitments and expectations to customers.
- Work with operations engineers, sales, and system administrator.
- Identify and mitigate risks that may have potential impact to all services delivered.
- Perform predictive and preventive maintenance testing on a timely basis.
- Take ownership to incidents such as equipment failures.
- Responsible for managing / maintaining inventory of consumables including paper and toner products.
- Oversee a wide range of activities in separate environments including production and UAT including, but not limited to deployment, testing, and basic training.
- Ability to work occasional nights and weekends as required.
- Must be able to stand for extended periods and be able to lift to 50 pounds.

Pay: From $20.00 per hour

**Benefits**:

- Dental care
- Paid time off

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Ottawa, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- I have __________visa.(US Citizen, Green Card, H1b, H4EAD, TN)

**Experience**:

- IT industry: 3 years (required)
- Windows 7 and 10 OS, PC re-imaging: 2 years (required)
- PC and laptop hardware: 1 year (required)
- customer relationship management, customer service: 1 year (required)
- valid State Driver’s License: 1 year (required)
- Certification in A+ / Certification in Server + or Network+: 2 years (required)

Work Location: In person