Field Service Technician - Vancouver, Canada - CompuCom Systems, Inc.

CompuCom Systems, Inc.

Verified Company

Vancouver, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 role reports into the Field Services Manager and a valid drivers' license and vehicle are required.

CompuCom supports Employment Equity and Diversity

What We Need & What You'll Do (Responsibilities):

Lead initiatives as assigned by management
Ability to troubleshoot and resolve field service incidents; sameday 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 endusers 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):

3 yrs experience hardware & deskside software support
Strong technical knowledge of PC and Desktop hardware
Handson 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 problemsolving abilities, with keen attention to detail
Selfmotivated and directed, with the ability to effectively prioritize and execute tasks in a highpressure environment
Experience working in a teamoriented, collaborative environment
Strong customerservice orientation
Excellent written and verbal communication skills
Experienced in SLA/KPI environment
Computer Field Service repair experience
CompTIA A+

Bonus Certifications/ Experience