What are the responsibilities and job description for the Field Service Technician position at Getronics?
About Getronics
Getronics is a global ICT integrator with an extensive history that extends over 130 years.
With over 3,700 colleagues across Europe, Asia Pacific, and Latin America, Getronics’ vision is to reimagine the digital future, one customer at a time. We do this by leveraging an integrated and secure-by-design portfolio around Digital Workplace, Business Applications, Smart Spaces, Multi-Cloud, Field & Onsite Support, Service Desk, Network Infrastructure, and Security & Compliance, that serve our more than 1,800 customers in both public and private sector.
Getronics is the leading member of the Global Workspace Alliance. This unique model provides customers with consistent IT services across 185 countries, with one single point of contact and billing entity yet maintaining the local touch and flexibility of a local partner.
Job Description
Field Service Technician 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 or move various computer equipment up to 50 lbs.
- Complete certifications required for PC repairs
- Must own a basic repair tool kit, pc, and mobile cellular phone
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 /
- 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
Education, Knowledge and Experience
- Typically, secondary/high school qualified with a relevant technical qualification and 6-12 months relevant work experience
- PC certifications and/or repair experience
- Deskside based experience and use of ticket management tools are a bonus
