Support Technician jobs

Role: Responsible for providing field technical service and support at BFG Enterprise Services customer sites across Canada, by performing connectivity and hardware troubleshooting and repair in a positive and professional manner.

Responsibilities and Duties:

• Perform connectivity and hardware troubleshooting and repair; Perform outlook set up and administration

• Identify and repair hardware issues in a POS environment; Replace scanners, scales, pin pad, printers and workstations

• Assure all other on-site support services and repairs are completed by verifying operations and maintaining required quality levels and documenting work performed

• Maintain a safe and organized work area by observing all safety policies and procedures, applying required safety training required for the position

• Perform travel on a moment’s notice in order to provide support by troubleshooting at BFG customer's sites in assigned area, as required

• Be available for rotational shifts (days, afternoons, evenings and weekends) including rotational stand-by 24/7

• Prepare field reports, as required

• Liaise with Help Desk on escalated issues

• Investigate and diagnose customers’ issues by using technical expertise in a timely and professional manner

• Install, fish, dress, cross connect and terminate Unshielded Twisted Pair (UTP), co-axial and fibre optic cable

• Identify cable pathways

• Test, review and troubleshoot installed systems

• Install various types of network infrastructure equipment (switches, routers, servers, DSL modems, wireless switches and access points, camera, security systems, network addressing)

• Troubleshoot cabling, hardware and network related issues in the field

• Operate hand and power tools (i.e. drill)

• Apply proficient computer skills and solid knowledge of computer networking

• Exhibit positive and professional attitude and behaviour at all times; Interact and communicate respectfully with all BFG parties to resolve field issues

• Work independently and collaboratively with other team members to achieve common project/site objectives

Occupational Requirements:

Technical Requirements:

• CompTIA A+ Certification

• Minimum university degree with major in information technology or a related program

• Minimum 3 - 5 years of experience working in IT field services, with broad exposure to a variety of software and hardware technologies, or equivalent experience

• Experience working in a retail environment with POS systems is required

• Experience working with remote management software is an asset

• Experience in troubleshooting cabling, hardware and network related issues in the field

• Familiarity with network equipment (routers, switches, desktops, printers, servers etc.)

• Must have and provide company with valid class 5 driver’s licence and clean abstract for use of company vehicle for travelling to customer sites to provide service

• Ability to operate hand and power tools (i.e. drill)

• Proficient computer skills and solid knowledge of computer networking

Personal Requirements:

• Excellent prioritizing and communication skills

• Ability to travel to customers’ sites on short notice over extended periods of time

• Ability and availability to work revolving day/night 24/7 shifts, rotational stand-by and on-calls to respond to operational requirements

• Must be able to lift up to 75 lbs.