Field Service II in Toronto, Ontario

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Field Technician to join our team.

The Field Technician maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers’ needs.

• 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.

• Strong technical knowledge of PC, Laptop, Printer, & Server 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.

• CompTIA A+ Candidate should be maintaining OEM desktop certifications; i.e .HP, Lenovo, Dell, etc.

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.