Field Service Technician performing installations and service calls for ATMs and self - checkout systems. Engaging with customers to maintain equipment and address issues in a timely manner.
About the role
- Field Support Specialist serving as the front line of technical support for client IT issues. Traveling to client sites in Vancouver and surrounding areas for troubleshooting and equipment delivery.
Responsibilities
- Travel to and between client locations on a daily basis to troubleshoot and resolve IT issues, deliver and configure IT equipment, and act as "hands and feet" for remote technicians.
- Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
- Utilize knowledge base resources, including ITGlue, and seek guidance from superiors and peers as needed.
- Update internal documentation and knowledge base resources to ensure accurate and up-to-date information is available for reference.
- Attend all required meetings, including Pod Huddles, one-on-one sessions, and team meetings.
- Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks.
- Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
- Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
Requirements
- A minimum high school diploma is required; post-secondary education in a related field is an asset.
- 2-3 years of experience working in the IT field or at a Managed Services Provider.
- A valid Class 5 BC driver’s license is required, as is access to reliable transportation.
- Familiarity with helpdesk and knowledge base tools (e.g., ITGlue, ConnectWise Manage & Automate) is a plus.
- Excellent computer literacy skills and skills in MS Office Suite.
- Ability to multi-task, prioritize and work independently.
- Ability to maintain confidential information.
Benefits
- Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
- Birthdays off!
- Competitive Salary & Annual Vacation Time
- Hybrid Remote Environment
- In-Person and Virtual Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
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