Onsite Field Services Technician, Sudbury, ON

DXC Technology • CAN ON Client Site (CSC Location), ON

2d • Onsite

About The Position

DXC Technology is seeking a Field Services Technician in Sudbury, ON. This role involves interfacing with end-users to resolve complex system function problems escalated through a ticket process. The technician will assess diagnostic information, recommend and implement process changes, and troubleshoot issues with tablets, including software-related problems and working with third-party vendors. Responsibilities include imaging tablet devices, testing new images, and testing newer tablet models prior to deployment. The role also involves deploying tablets to clients, coordinating install, move, add, and change (ICMS) activities, and managing inventory and asset tagging of tablets. The technician will provide technical services for project work, guide and train clients on systems and products to reduce recurring errors, and maintain up-to-date knowledge of technological and process advances. Documentation of systems software and hardware is also required.

Requirements

• High School diploma or G.E.D.
• 2-5 years of IT technical support experience
• Experience working with Android and Apple tablets.
• Experience with working with an MDM (Knox etc..)
• Knowledge and experience working with Intune/Azure.
• Experience with recent Windows operating systems, Windows 11 preferably in an enterprise environment.
• Experience with use of Office 365 products preferably in an enterprise environment (Word, Excel, PowerPoint, Teams, SharePoint, Outlook)
• Experience with following company escalation policies
• Strong interpersonal skills for interacting with team members and clients
• Strong communication skills, both oral and written
• Strong organization skills to balance and prioritize work and maintain a clean working office environment.
• Strong analytical and problem-solving skills
• Good initiative and proactive
• Experience with Service Now ticketing system
• Networking Experience and ability to troubleshoot basic Wi-Fi problems.
• Knowledge of MDM functionality and Mobility Device security (E.G. Samsung Knox).

Nice To Haves

• College diploma or University degree in a computer related field is an asset
• Experience with Inventory Management an asset.
• Knowledge of app development and programming considered an asset.
• CompTIA A+ Certification current or previous considered an asset
• Azure or Intune certifications considered an asset.

Responsibilities

• Interface with end users to resolve complex problems concerning system function escalated through a problem ticket process.
• Assess diagnostic information and determine alternative courses of action.
• Recommend and implement process changes.
• Troubleshoot issues with tablets for software-related problems.
• Work with 3rd party vendors for troubleshooting issues.
• Image tablet devices and ensure proper images are installed.
• Test new images when released to ensure functionality on tablet devices and report issues to responsible teams.
• Test newer models of tablets in the environment prior to deployment and use.
• Deploy tablet devices to clients throughout the locations in town and aid with tablet refreshes for end-of-life devices.
• Coordinate and/or conduct install, move, add, and change (ICMS) activities for complex activities including integrated equipment and systems.
• Create plans to implement changes and work with appropriate parties to ensure implementation meets expected timeframes, service level agreements, and other criteria.
• Measure, maintain, and document team performance in relation to established goals, time frames, and service levels.
• Revise plans as necessary.
• Receive tablets and ensure proper inventory is kept.
• Perform asset management of the tablets and asset tagging.
• Provide technical services in support of project work; work with project teams to develop, engineer, and implement defined technical activities, such as distributing new tablets, in accordance with established guidelines and procedures.
• Provide guidance and training to client population on system and products to eliminate recurring errors for systems/products.
• Escalate issues or concerns as appropriate.
• Recommend changes to procedures and processes; implement as approved.
• Maintain currency regarding technological, process, and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives.
• Create and maintain systems software and hardware documentation and assess system information where appropriate.

Benefits

• Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.
• DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED