Services Technician

PRINTER TECHNICIAN

Role Description

The Services Technician – Deployment reports to the Team Lead, Print.
The Services Technician – Deployment is responsible for the troubleshooting, repair, installing and upgrading of Printers, peripherals, and other telecommunication or instrumentation devices or hardware, as well as providing technical assistance and training to system users.

Work Performed

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions of the Job:

Responsible for troubleshooting, repair and upgrading of Print and Imaging equipment and other hardware.
Provides on-site IT Services. Duties may include:

• Assembles and configures Print and Imaging devices and peripherals.
• Installs necessary drivers for required component and tests its functionality.
• Performs routine equipment maintenance and upgrading tasks.
• Follow daily schedules and perform daily tasks as assigned.
• Troubleshoots Laser Printer problems and refers more complex problems to experienced staff.
• Ensure SLA’s are achieved and client expectations are met (or exceeded).
• Diagnoses hardware, software, and operator problems; and recommends or performs remedial actions to correct problems based on knowledge of system operation.
• Enters commands and observes system functions to verify correct system operation.
• Apply Best Practices (ITIL), based methodology to Problem Management, Incident Management & Change Management disciplines.
• Stand in for other Insight services when required.
• Understands and demonstrates the willingness to promote Insight’s vision and values.
• Follow documentation including Knowledge Base articles and Technical Alerts.
• Able to work outside of regular working hours as tasks require.
• Share knowledge and experiences to assist with the learning of colleagues throughout the department.
• Respond to client inquiries/issues that come through via email, phone, or client ticketing systems in a professional manner.
• Build positive relationships with clients and vendors.
• Work well within the team environment and dynamics.
• Participate & contribute to service improvement plans.
• Maintains accurate records for service calls completed travel time and mileage as required.
  

MINIMUM REQUIREMENTS

Education and/or Experience:

• Excellent written and spoken communication skills in English.
• Completion of High School Diploma.
• IT related Certificate or Diploma from a recognized post-secondary institution preferred.
• 1-2 years Printer related troubleshooting experience and/or IT customer service experience

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong communication, organizational, and problem-solving skills.
• Strong printer hardware knowledge.
• Printer repair knowledge.
• Experience repairing Lexmark printers, preferred.
• Ability to take ownership and responsibility for problem resolution.
• Be part of a team working toward accomplishing a common goal.
• Work in a team or alone with minimal supervision.
• Excellent verbal and written communication skills.
• Ability to meet attendance standards and work the hours necessary to perform the essential functions of the job.
• Ability to manage multiple priorities while maintaining a positive attitude.
• Strong organizational skills and ability to prioritize.
• High degree of accuracy and attention to detail.
• Work at locations outside of the core business location.
• ITIL, CompTIA PDI+, and hardware vendor certifications are considered an asset.
• MCSE or MCP, PDI+ designation an asset.
• Current Class 5 Alberta Driver’s License (no GDL).
• Current Drivers Abstract.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work.
• Light to moderate lifting is required.
• Ability to uphold the stress of traveling.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e., business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.

Ability to sit at a computer terminal for an extended period. Physical Requirements:

• Handling maximum of 21-65 lbs:
  1. Lifting
     1. 20- 65 lbs (occasional) – low level lifting.
     2. 20- 65 lbs (frequent) - waist level lifting.
     3. 20-65 lbs (rare) – above shoulder lifting.
     4. 20- 65 lbs (occasional) – front carry.
     5. 5-20 lbs (rare) – side carry.
  2. Pushing/Pulling (hand carts and dollies)
     1. 60-100 lbs (occasional).
• Sitting/driving (constant).
• Trunk rotation (rare).
• Crouching/squatting/kneeling/crawling (occasional).
• Walking and standing (frequent).
• Climbing stairs (occasional).
• Hand use (frequent).

As a condition of employment, this job is subject to the successful completion of the following pre-employment conditions: Reference Checks, Criminal Background Checks, Driver’s Abstract and valid driver license if required for the role.

Insight Canada is proud to offer reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please inform us during the application process.

We thank all candidates for their interest, however, only those selected for interviews will be contacted.

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ABOUT INSIGHT

Insight’s success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people’s lives. Harmony to celebrate each other’s unique contributions to bring solutions to clients.

Insight Canada is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our teammates have access to the latest and greatest technologies in performing their daily activities.

Here’s a little about us, and why we’re top choice of prospective employees in the Canadian IT Solutions industry:

• Global technology provider of IT hardware, software and service solutions
• Fortune 500 company founded in 1988
• 11, 000 + teammates worldwide, operating in 22 countries
• Montreal’s Top Employer (2020 & 2021)
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance 
• We offer an amazing flex benefits plan, RRSP matching, paid time off for volunteering, paid sick days, paid vacations, and much more. 

As part of the Insight Canada team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities. Apply easily by sending your resume to: