Tech Support Ii

1 week ago

Markham, Canada Compucom Full time

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It We’re looking for a **Tech Support II** to join our team.

The Tech Support II/Team Leader is responsible for performing all the functions of a Tech Support II technician — including the diagnosis, repair, configuration, and staging of IT hardware — while also providing day-to-day leadership to the team. This role is critical in ensuring operational excellence through daily workload coordination, performance support, process compliance, and collaboration with cross-functional teams. The Team Leader is expected to drive productivity, coach team members, and contribute to continuous improvement efforts while maintaining high standards for customer service and technical accuracy.

**This position is onsite in Markham, ON**
- Provide real-time coaching and technical guidance to technicians on systems, processes, and troubleshooting.
- Manage and assign daily work activities for technicians ensuring all key SLA’s and priorities are achieved.
- Perform technical duties equivalent to the Tech Support II l role, including configuration, diagnostics, and repair.
- Analyze trends and workflow data to recommend process improvements and increase operational efficiency.
- Act as a key liaison with Engineering, Order Support, and other teams to escalate and resolve issues.
- 5-10 years of experience in technical troubleshooting and repair, hardware and software testing, team leadership or peer coaching, and hands-on support in configuration or depot environments
- A+ Certification preferred
- Prioritization and task management
- Adaptability in a dynamic environment
- Effective interpersonal and team communication
- Understanding of customer support operations
- Ability to meet tight deadlines under pressure

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