OVERVIEW

This position is responsible for completing client Printer, PC based and POS service calls. The individual will liase with the client and Soroc Service desk, and all other departments involved ensuring that Printer, PC and POS calls are handled professionally, and that the highest quality of service is provided. Communication skills and attention to details is key to this position.

TASKS, DUTIES & RESPONSIBILITIES

„X Focus on completing service calls in a timely and efficient manner, ensuring that communication is maintained with internal and external clients. Clients are to be made aware of what Soroc will be doing, what they should expect, and that they are comfortable and understand the entire process from start to finish.
„X Prioritize requests for support service keeping in mind service level requirements and available manpower.
„X Provide feedback to Field Operations Manager on potential Customer situations.
„X Works with SDE (Service Desk Express) and Microsoft suite of products.
„X Secondary responsibility will be to provide additional support to other Field technicians as required.
„X Required to participate in the rotating on-call schedule.
„X Attention to detail on all aspects of service delivery in order to meet or exceed Customer¡¦s expectations.

KNOWLEDGE / SKILLSET

„X Minimum 3 years experience repairing printers/photo copiers.
„X Minimum 3 years experience connecting and supporting PC on LAN¡¦s preferably in the financial environment.
„X Working knowledge of email systems including MS Exchange
„X Exposure to general networking protocols, specifically TCP/IP and IPX/SPX.
„X Experience with multiple network topologies including 10/100 MBPS Ethernet, Token Ring.
„X Experience using and installing diagnostic and backup software
„X Must possess hardware/software troubleshooting skills combined with good written and oral communication skills.
„X Experience in servicing PC¡¦s, and file servers by manufacturers such as Compaq, IBM, Lenovo, Dell and HP
„X Experience in servicing Multi-function Printers by manufacturers such as HP, Lexmark, Ricoh and Samsung.
„X A+ certification required.
„X PDI + Certification required.
„X OEM certifications (Lenovo, HP, Compaq and IBM), Network+, MCSE, Server+ certification an asset.
„X CCNA an asset and will be a requirement.
„X Experience in providing support on popular application software required.
„X Excellent customer relation skills mandatory.
„X Self-reliant, work independently and successfully manage/schedule workload as well as manage territory.
„X Ability to work in a fast paced environment with high call volumes.

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Monster CA - 11 months ago