Field Hardware Technician (Break & Fix)
Vancouver/Lower Mainland, British Columbia
Job Informations: Duties:
Perform troubleshooting and to diagnose and resolve the root cause of most hardware or
software malfunctions at the desktop level
Perform hardware warranty, non-warranty repairs of desktops, notebooks and printers
Perform complex moves, adds and changes of computer equipment
Perform complex hardware and/or software upgrades to existing equipment
Perform network connections for desktops and printers
Diagnosis, repair and troubleshooting of all computer equipment with a focus on desktops,
notebooks and printers
Manage work flow to ensure prompt repairs within Business Pros contracted
response times
2 Hour telephone response, 4 hours on-site, 8 hours fix
Escalate to appropriate person when a fix can not be done in 30 minutes
Attainment of any goals as specified by Director Service:
Goals: 5 service calls per day, zero customer complaints, completion of work
orders in 8 hours
Organized and efficient all work done to high standards
Communications:
Follow-up communications with all customers on repairs
Engage customers and ask questions to determine customers needs and
recommend solutions (hardware, software, supplies, upgrades, labour)
Recommend products and service to new and existing customers on an
ongoing basis
Follow-up and communication back to Dispatching on all service calls and
recommendations/sales lead opportunities to Dispatching/Director of Sales
Prompt completion of all paperwork:
work orders within 8 hours, work orders to be completed after each call or upon
returning to the office
all paperwork is completed to audit standards
expense reports
Must be available for:
after hours service calls
overtime
company meetings and events
Open House
Team Player:
provide same level of responsiveness to internal customers
all company meetings and events must be attended without overtime pay
support sales by providing and sharing technical information, customer
opportunities and issues
offer assistance to dispatching if bench work is completed
daily clean-up of benches and service area
other technical or administrative tasks as required
Professional dress, shirt and tie, business slacks and appropriate shoesSkills Required:Have 3 5 years of IMAC experience doing hardware roll-outs, refreshes, and other deployment related activities Have 3 5 years of deskside support experience Have 3 5 years of break-fix experience Have strong internetworking and troubleshooting skills Have A+ certification & at least one certification from either Cisco or Microsoft May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP) Must be a self-starter and have the ability to manage multiple tasks Can act in a Team Lead capacity Exceptional customer service skills Good communication skills Ability to work independently or as part of a team Ability to complete tasks effectively with minimal supervision Must be available to work flexible work schedules Must have a minimum of a Diploma from a recognized IT program Summary:
- College, University education in electronics or Computer Science or equivalent experience.
- Three to five years of experience an asset, two plus years of experience reqd
- Experience with troubleshooting to determine & resolve major problems with Laser printers a must
- A+ Certification required
- Other certs like from Microsoft or Cisco, HP/Compaq , Lexmark, Toshiba, IBM and other vendor hardware would be a huge asset.
Attributes:
integrity and honesty
strong customer service skills, goes the extra mile
strong communication skills, written and verbal
accountability and responsibility
strong team player and can work independently
strong diagnostic and repair skills
good time management skills
wants to be part of an award winning team
sense of humor and a helpful nature
Perform troubleshooting and to diagnose and resolve the root cause of most hardware or
software malfunctions at the desktop level
Perform hardware warranty, non-warranty repairs of desktops, notebooks and printers
Perform complex moves, adds and changes of computer equipment
Perform complex hardware and/or software upgrades to existing equipment
Perform network connections for desktops and printers
Diagnosis, repair and troubleshooting of all computer equipment with a focus on desktops,
notebooks and printers
Manage work flow to ensure prompt repairs within Business Pros contracted
response times
2 Hour telephone response, 4 hours on-site, 8 hours fix
Escalate to appropriate person when a fix can not be done in 30 minutes
Attainment of any goals as specified by Director Service:
Goals: 5 service calls per day, zero customer complaints, completion of work
orders in 8 hours
Organized and efficient all work done to high standards
Communications:
Follow-up communications with all customers on repairs
Engage customers and ask questions to determine customers needs and
recommend solutions (hardware, software, supplies, upgrades, labour)
Recommend products and service to new and existing customers on an
ongoing basis
Follow-up and communication back to Dispatching on all service calls and
recommendations/sales lead opportunities to Dispatching/Director of Sales
Prompt completion of all paperwork:
work orders within 8 hours, work orders to be completed after each call or upon
returning to the office
all paperwork is completed to audit standards
expense reports
Must be available for:
after hours service calls
overtime
company meetings and events
Open House
Team Player:
provide same level of responsiveness to internal customers
all company meetings and events must be attended without overtime pay
support sales by providing and sharing technical information, customer
opportunities and issues
offer assistance to dispatching if bench work is completed
daily clean-up of benches and service area
other technical or administrative tasks as required
Professional dress, shirt and tie, business slacks and appropriate shoesSkills Required:Have 3 5 years of IMAC experience doing hardware roll-outs, refreshes, and other deployment related activities Have 3 5 years of deskside support experience Have 3 5 years of break-fix experience Have strong internetworking and troubleshooting skills Have A+ certification & at least one certification from either Cisco or Microsoft May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP) Must be a self-starter and have the ability to manage multiple tasks Can act in a Team Lead capacity Exceptional customer service skills Good communication skills Ability to work independently or as part of a team Ability to complete tasks effectively with minimal supervision Must be available to work flexible work schedules Must have a minimum of a Diploma from a recognized IT program Summary:
- College, University education in electronics or Computer Science or equivalent experience.
- Three to five years of experience an asset, two plus years of experience reqd
- Experience with troubleshooting to determine & resolve major problems with Laser printers a must
- A+ Certification required
- Other certs like from Microsoft or Cisco, HP/Compaq , Lexmark, Toshiba, IBM and other vendor hardware would be a huge asset.
Attributes:
integrity and honesty
strong customer service skills, goes the extra mile
strong communication skills, written and verbal
accountability and responsibility
strong team player and can work independently
strong diagnostic and repair skills
good time management skills
wants to be part of an award winning team
sense of humor and a helpful nature
This job was taken from : jobserve.com