Field Service Technician (Charlotte)

About Getronics

Getronics is a global ICT integrator with an extensive history that extends over 130 years.

With nearly 4,500 employees in 23 countries across Europe, Asia Pacific, North and Latin America, Getronics' Transformation portfolio brings a strong capability and expertise around Managed Workspace, Applications, Industry Specific Software Solutions, Multi-Cloud Management, Unified Communications and Security services to provide a proactive, end-to-end portfolio to enable the digital user – business or consumer, in both public and private sector.

Getronics is the leading member in the Global Workspace Alliance, a unique model that provides customers with consistent IT services across 110 countries, with one point of contact and billing entity. The GWA manages 10m workspace assets globally.

Field Services PC Technician:

Role Overview

Field Services PC Technician (L1) is a position that provides clients with onsite tasks related to the repair and installation of a variety of client original equipment manufacturer (OEM) products. Performs basic and moderately complex troubleshooting, hardware activities for desktops and laptops. May support Desk Side applications and infrastructure. Interacts directly with clients to address technical issues and respond to them timely and accurately.

Responsibilities:

• Provide onsite technical hardware and break fix services on Laptops, Desktops, Workstations, Tablets and Associated devices for both commercial and residential clients
• Installing, maintaining, upgrading and repairing of IT products
• Ensure all contractual SLA's are met and delivered within contractual requirements
• Have proven customer support experience and communicate with all stakeholders in a timely manner
• Be a Team Player and an effective and timely communicator • Capable of handling multiple issues at once and determine priorities
• Complete all administrative tasks associated with each call as documented in established policies and guidelines
• Completion of routine maintenance activities in the agreed timescales, e.g., parts administration
• Accept and deliver all service calls assigned within the established service level agreement and company requirements for each client
• All tasks will be completed in line with company security, safety, technical and quality standards and procedures and aim to provide a high degree of customer satisfaction
• Additional requirements may exist if offer of employment is extended

Skills:

• Ability to lift and move computer equipment up to 50 lbs.
• Own a basic repair toolkit, PC, and mobile phone.
• Strong customer support and communication skills
• Basic troubleshooting and break/fix skills for laptops and desktops
• Knowledge of operating systems, hardware, and standard software applications
• Ability to install, test, and configure desktop, laptop, and tablet systems
• Experience with software imaging and component replacements (e.g., memory, hard drives, SSDs, screens, keyboards).

Qualifications

• High school diploma or equivalent
• Relevant technical qualification and 6-12 months of work experience
• PC repair certifications preferred
• Experience with deskside support and ticket management tools is a bonus

Accountabilities

• Complete certifications required for PC repairs
• Undertake fault diagnosis, ensure basic troubleshooting and effective Break fix of Laptop and Desktop PCs
• Have a working knowledge of operating systems, hardware and commonly used software and standard applications
• Install, test and configure desktop / Laptop / Tablet / ect.
• Use of software images to install operating systems
• Carry out upgrades and conversions including replacement of component parts, e.g., Memory, Hard drives, SSD, screens, Keyboards etc.
• Maintain your parts in line with return deadlines
• Carry out all tasks in real time and update the system accordingly