Field Tech Ii Jobs

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 Fi eld Services Manager and requires a vehicle with vali d drivers ’ license.
Monday to Friday, 8:30 am to 5:00 pm.
**CompuCom supports Employment Equity and Diversity**
Location:Kelowna, BC
What We Need & What You'll Do (Responsibilities)

• 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
• Lead initiatives as assigned by management
• Escalate tickets to the appropriate support group if required by warm transfer
• 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
• Determine if there is a commonality amongst tickets being generated.
• Maintain full ownership of ticket through its lifecycle
• 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
• Accountable for continuous improvement
• Ability to troubleshoot and resolve field service incidents; same-day severity & next business day severity
• Enter all troubleshooting performed and, if applicable, the resolution

Who You Are (Qualifications)

• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to launch and operate desktop diagnostic tools to perform remote diagnostics
• 2+ yrs experience hardware & deskside software support
• Experience working in a team-oriented, collaborative environment
• Strong technical knowledge of PC and Desktop hardware
• Experienced in SLA/KPI environment
• Strong customer-service orientation
• Working technical knowledge of current operating systems, and standards
• Excellent written and verbal communication skills
• Hands-on hardware troubleshooting experience
• Analytical and problem-solving abilities, with keen attention to detail
• CompTIA A+.
• Computer Field Service repair experience

Bonus Certifications/ Experience

• OEM HW Certifications HP, LENOVO, Dell etc
• Desktop, Laptop, Printer and Server.