Desktop Tech Ii

4 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

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