About the role
The Associate Technician ensures that systems and services are supported, upgraded and managed to meet Service Level Agreements and business-related moves and changes. They will also ensure that all incidents and service requests are fulfilled within the defined SLA; escalate any incident or service request which breaches its SLA and provides timely and effective support.
They also share and document knowledge within the team and with customers related to hardware and software, along with contributing to the effective and efficient handling of all levels of technical support cases (basic user questions to escalated issues required more in-depth technical and problem-solving skills).
What you'll be doing
- Partner with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
- Address and create incident tickets from area queue, achieve and document resolution; assign tickets to transfer group for resolution; apply and coordinate workarounds and solutions.
- Update asset inventory, staging of customer workplace (hardware provision); decommission hardware when required; deliver the requested hardware /software requested with appropriate tasks to be carried out; complete tickets for tasks assigned with appropriate updates and closure.
- Perform onboarding and offboarding tasks as per customer guidelines.
- Provide meeting-room support as needed: Lenovo Hubs, Core devices, Screens, Teams Meeting Software
- Provide remote support in a timely and effective basis, adhering to departmental standards, policies, and OLAs, minimizing adverse impact of incidents and service failures on business operations.
- Support corporate mobile devices, iPhone and Android, including configuration/setup for customers and troubleshooting the device as needed.
- Manage customer expectations with conflicting priorities and diversified line of business.
- Communicate timely, appropriately, and clearly to both internal and external IT units and customers.
- Responsible for inventory in the asset management tool, handling reparations with vendors, replacement of devices and donations of old hardware, as well as disposal of electronic scrap.
- Provide advice and act as the contact person for user queries relating to hardware and software, adhering to and monitoring deadlines.
- Embrace and support Computacenter’s mission and core values.
What you have
- Experience gathering and analyzing information to make sound decisions and solve problems in a timely manner.
- The ability to quickly build and maintain relationships and foster teamwork with internal and external teams.
- Have demonstrated ability to assess work process in order to overcome obstacles.
- Must be customer focused with a proven track record of superior service.
- Legally eligible to work in Canada
- Security clearance is required. Eligible candidates will 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 an 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
- Can build trust, be assertive when required and shows initiative and enthusiasm
- Resilience, and able to deal with stressful situations
- Business and financial acumen with strong analytical skills
- Demonstrate an understanding of product supply chains
- Commercially astute
- Team-oriented working and thinking
What you can expect
There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us
