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On-Site Associate Technician – Technical Support
Computacenter. Ensure systems and services are supported, upgraded, and managed to meet Service Level Agreements and business-related moves and changes .
Tech Stack
Tools & technologiesAndroid
About the role
Key responsibilities & impact- Ensure systems and services are supported, upgraded, and managed to meet Service Level Agreements and business-related moves and changes
- Fulfill incidents and service requests within defined SLAs; escalate breaches and provide timely, effective support
- Share and document hardware and software knowledge with the team and customers
- Address and create incident tickets, document resolutions, assign tickets to transfer groups, and coordinate workarounds and solutions
- Update asset inventory and stage customer workplaces, including hardware provision and decommissioning
- Deliver requested hardware and software, complete assigned tasks, and update and close tickets
- Perform onboarding and offboarding tasks according to customer guidelines
- Provide meeting-room support for Lenovo Hubs, core devices, screens, and Teams Meeting Software
- Provide timely remote support according to departmental standards, policies, and OLAs
- Support corporate iPhone and Android devices, including configuration, setup, and troubleshooting
- Manage customer expectations across conflicting priorities and diversified lines of business
- Communicate clearly and promptly with internal and external IT units and customers
- Manage inventory in the asset management tool, vendor repairs, device replacements, hardware donations, and electronic-scrap disposal
- Advise users and act as the contact person for hardware and software queries while monitoring deadlines
- Support Computacenter’s mission and core values
Requirements
What you’ll need- Experience gathering and analyzing information to make sound decisions and solve problems in a timely manner
- Ability to quickly build and maintain relationships and foster teamwork with internal and external teams
- Demonstrated ability to assess work processes and overcome obstacles
- Customer-focused with a proven track record of superior service
- Legally eligible to work in Canada
- Security clearance required; eligible candidates must have resided in Canada for at least 10 consecutive years
- Good knowledge and experience of SAP, MS Office, and MS Teams
- Excellent attention to detail
- Strategic thinking and tactical execution skills
- Good knowledge of the IT industry and understanding of IT technologies and products
- Excellent written and verbal communication skills
- Comfortable communicating with colleagues in different countries where English is not the first spoken language
- Good self-organization and time management skills
- Ability to prioritize and handle multiple requests simultaneously
- Ability to build trust, be assertive when required, and show initiative and enthusiasm
- Resilience and ability to deal with stressful situations
- Business and financial acumen with strong analytical skills
- Understanding of product supply chains
- Commercially astute
- Team-oriented working and thinking
Benefits
Comp & perks- Competitive compensation plans
- Long-term career opportunities
- Attractive mix of benefit plans contributing to good health, future financial security, and peace of mind