Computer Hardware Technician

Job description

Key Responsibilities:

• Ticket-Based Support Management:
• Process incoming repair tickets and prioritize them based on urgency and service level agreements (SLAs).
• Acknowledge ticket assignments, diagnose hardware issues, and follow standard operating procedures (SOPs) to troubleshoot and resolve issues.
• Update ticket statuses, resolutions, and repair timelines in the ticket management system.
• HP Printer Repair & Troubleshooting:
• Diagnose and repair HP laser and inkjet printers, addressing hardware-related issues such as paper jams, faulty print heads, fuser problems, or sensor malfunctions.
• Replace or repair key components, including power supplies, circuit boards, paper handling parts, and more.
• Laptop & PC Hardware Repair:
• Troubleshoot and repair hardware issues for HP laptops and PCs, including screen repairs, hard drive replacements, motherboard repairs, power issues, and other component failures.
• Provide quick turnaround on repair requests to minimize client downtime.
• POS Device Maintenance & Repair:
• Address hardware issues with Point of Sale (POS) devices, including cash registers, barcode scanners, receipt printers, and payment terminals.
• Troubleshoot hardware failures, replace components like touchscreens, printers, scanners, and batteries, and ensure devices are functional for business operations.
• Perform routine maintenance, firmware updates, and system checks on POS equipment standards.
• Customer Communication:
• Provide clear, professional communication regarding ticket status, expected repair timelines, and troubleshooting instructions to customers.
• Follow up with clients to ensure satisfaction with repairs and that all issues are resolved.
• Repair Documentation & Reporting:
• Document repair activities and solutions within the ticketing system, ensuring all information is accurate and up to date.
• Escalate complex issues to senior technicians when necessary while maintaining ownership of the initial ticket.
• Maintenance & Inventory Management:
• Ensure that repair tools, parts, and components are available for the timely resolution of service tickets.
• Maintain an up-to-date inventory of replacement parts for printers, laptops, PCs, and POC devices.
• Adherence to SLAs:
• Meet repair timeframes as defined by Service Level Agreements (SLAs) to ensure customer satisfaction and minimal device downtime.
• Manage and resolve multiple tickets simultaneously while maintaining quality standards.
• Preventive Maintenance:
• Perform preventive maintenance on devices to avoid future repair needs and reduce service tickets related to hardware failures.