Field Tech Ii

2 weeks ago

Winnipeg, Canada CompuCom Systems, Inc. Full time

Why CompuCom? (Overview):
As a Field Technician II, you will be responsible for supporting and maintaining laptop, desktop and printer support for end users and clients. This role reports into the Field Services Manager and requires a valid drivers’ license & vehicle.

Full proof of COVID -19 vaccination will be required prior to hire.

Location: Winnipeg,Manitoba, Canada

Shift hours: 8:30 AM -5 PM

**CompuCom supports Employment Equity and Diversity**

What We Need & What You'll Do (Responsibilities):

- Lead initiatives as assigned by management
- Ability to troubleshoot and resolve field service incidents; same-day severity & next business day severity
- Accountable for continuous improvement
- Maintain full ownership of ticket through its lifecycle
- Ensure that for every call and/or reported event a ticket was created in both a timely and accurate manner. This one
call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single
incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a
master ticket will allow for impact analysis on the outage
- Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event.
Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested.
- Enter all troubleshooting performed and, if applicable, the resolution
- Escalate tickets to the appropriate support group if required by warm transfer
- If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve
the incident/service request, then the issue is escalated to the appropriate support
- Determine if there is a commonality amongst tickets being generated.

Who You Are (Qualifications):

- 2+ years-experience in hardware & deskside software support
Strong technical knowledge of PC, Laptop, Printer, & Server hardware
- Hands-on hardware troubleshooting experience
Working technical knowledge of current operating systems, and standards
- Ability to launch and operate desktop diagnostic tools to perform remote diagnostics
- Analytical and problem-solving abilities, with keen attention to detail
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment
- Strong customer-service orientation
- Excellent written and verbal communication skills
- Experienced in SLA/KPI environment
- CompTIA A+

**Bonus Certifications/ Experience**
- Comptia - Server+, Network+, Security+
- Manufacturer Server certifications; i.e. HP, IBM, Dell

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