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For your reference, we have included the original job posting below.
Service Technician
Job Number:
45066531
Company Name:
Acrodex
Job Location:
Calgary, AB CA
Job Category:
Information Technology
Salary:
To be negotiated
Service Technician
About the Company:
Acrodex is a full spectrum, enterprise-wide technology solutions provider that has been in the IT business since 1984. We deliver end-to-end solutions: application innovations, systems integration services, hardware and software, and managed services including computer facilities management, application management and life cycle management services. With over 500 employees we deliver quality service from our office locations in Edmonton, Calgary, Markham, Winnipeg, and Fort McMurray. For more information visit our web site. General Accountability:
To provide technical support services to a multi-platform client base while ensuring the Service Levels Agreements (SLA's) are achieved. The Service Technician will identify problems and will implement solutions for both Hardware & Software issues. Escalation will be to the Team Lead for technical issues via the ticketing system. The technician will also contribute to the Knowledge base ensuring a learning environment for all.
Specific Accountabilities:
1. Respond to client inquiries/issues that come via email, phone, or ticketing system in a prompt and professional manner. 2. Apply Best Practices (ITIL), based methodology to Problem Management, Incident Management & Change Management disciplines. 3. Provide Tier I & II, support for both software and hardware issues, including PCs, Multifunction Printers, iPads, etc. 4. Respond to Trouble-Tickets raised in Service Desk queue within SLA, ensuring all 5. Trouble Tickets are closed to prevalent quality standards. 6. Escalation to the team lead and liaison with third party vendor or client as required. 7. Follow documentation including Knowledge Base articles and Technical Alerts. 8. Participate & contribute to service improvement plans. 9. Build services relationships with clients 10. Build relationships with vendors, ensuring all escalations are handled with vendors in a timely and effective manner. 11. Participate in the team rotation for afterhours 24x7on call support
.*Job may require extensive driving and after hours support*
1. Diploma/Certificate in a relevant technical discipline. 2. Current CompTIA A+ and PDI+ Certification (PDI beneficial not required for hiring). 3. Hardware Vendor Certifications will be beneficial (Lexmark, Xerox) 4. 1 year printer repair and maintenance experience, preferably with Lexmark and Xerox. 5. 2-3 years' experience in a technical support role. 6. High degree of accuracy and attention to detail. 7. Work on all aspects of troubleshooting mission critical 24x7 client operations. 8. Able to work within a team and when required independently with minimal supervision. 9. Strong organizational and time management skills 10. Excellent customer service skills with a well-developed professional phone manner and communication skills (both written and verbal).
Should you have interest and are qualified for this exciting opportunity, please submit your covering letter and Resume.
