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IT Field Service Technician II-London,ON - Jobs in Brampton, ON

CompuCom Systems, Inc.
Job LocationBrampton, ON
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job 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 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**What We Need & What Youll 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):
  • 3+ 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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