Break Fix IT Technician

**Break Fix IT Technician - Job Posting**

The Role
Venture is currently seeking a Break Fix IT Technician to join our growing team. In this role, you will be the go-to expert for diagnosing and resolving hardware issues across Windows, Apple, and Multifunction Printers, both onsite and remotely. You’ll play a key part in ensuring seamless IT service delivery by performing hardware replacements/repairs, managing vendor communications, and maintaining device certifications. You will also be responsible for managing our front desk and logistics. This opportunity is ideal for someone with hands-on experience in hardware troubleshooting who is eager to deepen their technical skills and grow within a dynamic IT services environment.

Roles & Responsibilities
- Diagnosing and resolving tickets within client service level agreement time frame
- Diagnosing and replacing major hardware components for standard Windows and Apple devices
- Processing repairs for mobile devices such as screen and battery replacements.
- Maintaining all required Apple & Lenovo certifications and training programs
- Configuring and customizing Windows and Mac setups for clients
- Performing the above functions onsite at client sites and in-lab at Venture’s office
- Managing communication between vendors and other third-parties as required
- Documenting ticket progress and resolution notes for client billing or review
- Acting as the liaison between the account and technical team to clients when required
- Meeting client service level agreement targets while maintaining a high level of client service
- Supporting technician and account teams to ensure client satisfaction
- Working with management to identify opportunities to improve our hardware repair team
- Ship and receive hardware peripherals daily, including returns.
- Assist with inventory management and ensure sufficient supplies are available.
- When necessary, provide level 1 desktop support on Windows, MacOS, and iOS devices
- Assist in maintaining Venture’s technical support knowledge base
- Onboarding and offboarding client user accounts through Active Directory or Entra ID (Azure AD)
- Support Level 2 and Level 3 resources in projects and initiatives
- Participate in an after-hours standby rotation
- Performing other tasks, based on management requirements

Qualifications & Skills
- 3+ years of experience in a hardware technician role diagnosing and repairing hardware issues in PC and Apple devices
- Support knowledge of PC hardware, Microsoft operating systems and knowledge of standard business software such as Office 365
- Support knowledge of printer hardware and printer related software such as printer drivers
- Support knowledge of iOS and MacOS devices, as well as iOS/MacOS troubleshooting
- Strong client service skills - communication and problem solving
- Ability to work with non-technical users - simplifying complex information
- Ability to multi-task, prioritize and manage time effectively
- Ability to lift heavy objects up to 50 lbs.
- Must be willing to travel within GTA; must have own vehicle and valid driver’s license
- Willingness to work overtime when required
- Must be able to handle tight deadlines in a fast-paced environment
- This is a full-time permanent position, working in office, Monday to Friday 9:00AM - 5:30PM.

Nice to Have
- Knowledge and experience performing PCB repairs is considered an asset
- Experience working in a MSP environment.
- 1+ years of experience with ConnectWise or a similar CRM ticket system
- 1+ years of experience in a service desk role providing IT support and troubleshooting - hardware and software
- CompTIA Server+, Network+, or other relevant industry certifications

Required Certifications (or obtain within 6 months of being hired)
- **AppleCare Hardware Certifications**
- Product-specific certifications for all devices we handle, obtaining and updating specific model certifications as needed.
- **Lenovo Certified Hardware Technician**:

- **Lenovo Warranty Service Provider Certification**:

- **Lenovo Data Center Technical Certification