Job Summary

The CONFIGURATION TECHNICIAN is responsible for identifying and resolving hardware and software issues that could not be resolved over the telephone. Additionally, the Configuration Technician is also responsible for the physical repair, maintenance, and tracking of client equipment and operating within client Service Level Agreements and internal procedures.

Main Responsibilities:

• Replicate and resolve customer issues in the software and hardware environment; including but not limited to defective part identification and physical replacement;
• Prioritize the day’s repairs to ensure that all equipment is returned to users within each Client’s Service Level guidelines;
• Complete all steps necessary to fully configure equipment for new hires and “rebuild” type repairs;
• Prepare detailed repair orders for damaged or malfunctioning equipment prior to swap of client’s equipment;
• Ensures repair procedures, training and tracking are in compliance with the requirements and procedures;
• Maintain processes and documentation verifying service order completion prior to returning equipment to inventory;
• Serve as the primary back up for Senior Depot Technicians;
• Submit detailed Defective Tag summaries documenting actions taken towards the resolution of the repair process as real time as possible;
• Escalate issues to Depot Management as outlined by Management, Quality Assurance/Control staff as applicable;
• Assist Shipping and Receiving teams when required;
• Continually update technical information and best practices concerning all hardware of computer repairs to the C3i Reference Library and other knowledge distribution channels;

Job Requirements:

• Excellent oral and written communications skills in English;
• Bachelor Degree in Information Technology, Business, related discipline, or equivalent combination of education and experience;
• Computer hardware repair or computer support experience;
• Excellent problem solving and troubleshooting skills (current Microsoft operating systems and Office applications);
• Basic network knowledge of networks and network systems;
• Attention to details;
• Excellent organization skills – planning, prioritization, time management;

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