Field Tech Ii

2 weeks ago

Vancouver, Canada CompuCom Systems, Inc. Full time

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

Monday to Friday, 8:30 am to 5:00 pm.

**CompuCom supports Employment Equity and Diversity**

**Location**:Nanaimo, BC**

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+ yrs experience hardware & deskside software support
- Strong technical knowledge of PC and Desktop 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
- Computer Field Service repair experience
- CompTIA A+.

**Bonus Certifications/ Experience**
- OEM HW Certifications HP, LENOVO, Dell etc
- Desktop, Laptop, Printer and Server.

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