Level 2 Desktop Technician

5 days ago

Toronto, 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 **Level 2 Desktop Technician**to join our team.- Diagnoses mechanical, hardware, software and systems failures, using established procedures- Performs service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired/wireless networking-
- Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues- Communicates with customers at all levels of technical and non-technical skill sets- Follow-up with end users to provide status updates as per service level guidelines (SLA's)- Acts as the first escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (L3 Tech, Manager, etc.)- Follow all standard operating procedures (SOP) through the effective use of knowledge management- Works collaboratively with people across the organization- Associates degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school- Minimum 1+ year of experience in related field- Desktop and/or Infrastructure support Experience- Account Specific Training or Certification- Min 1 OEM Per Environment preferred- Basic non-warranty repair skills training as assigned (Cabling, Printers, Network, Servers) preferred- HP Printer Basics + Printers as assigned preferred- Lexmark Printer Basics + Printers as assigned preferred- Apple MAC Certifications as assigned preferred- Technical writing competency- Coding/programming competency- Cloud & SaaS services competency- Sound understanding of customer support, operations, and processes- Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality- Demonstrated capability to achieve results in a fast-paced, client driven environment- Strong desire and enthusiasm to serve customers- Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required**Our benefits include**:
Health Insurance (Medical, Dental, Vision)
Basic Life/AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA/HSA Pre-Tax Benefits
Discounts
Life/Disability Plans

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