JOB TITLE: Technical Support Coordinator
COMPANY: Henry Schein Canada, Inc.
LOCATION: Corporate Head Office
DEPARTMENT: IT – Infrastructure
REPORTS TO: Business Systems Supervisor
JOB SUMMARY
The Technical Support Coordinator is responsible for all initial and entry level inquiries for all PC repairs/shipping/receiving and first level technical support of existing TSMs. This position works collaboratively with other IT TSMs to help efficiently and accurately respond via phone, email and in person to existing infrastructure IT needs. The Technical Support Coordinator is a self-motivated individual with a drive for success, excellent communication skills, and a strong customer focus. This role ensures customer support and satisfaction by meeting and exceeding HSCI’s high quality of service and standards. Bilingual skills would be an asset for this role.
KEY RESPONSIBILITIES & ACCOUNTABILITIES
Responsibilities
1. Technical Support
• Deliver superior technical support (hardware and software) to end-users and the HSCI Technical Team by telephone/online networks and collaborative software sharing programs
• Trouble-shoot and take ownership of customer issues/concerns until resolved to customer satisfaction; understanding the need to escalate as needed
• Respond by phone/e-mail promptly and professionally, while adhering to company policies; follow company workflows and processes
• Record support calls and emails in the database correctly and promptly for future follow-up
• Prepare reports and supporting documentation; research and understand the effective resolution of various IT issues
• Assist in the set up and controlled testing of all new technologies as needed
• Troubleshoot, repair, and perform general maintenance, testing, installation, and upgrade to computer systems and peripheral equipment as required
• Establish user ID’s and appropriate security levels for all business users within the organization
• Perform on-site support when required
2. Shipping/Receiving
• Inspect and verify incoming computers/servers/peripherals against invoices or other documents, record shortages and reject damaged goods
• Receive product from outside sources and other HSCI locations
• Arrange for shipping of computers/servers/peripherals to locations as requested
• Disposes of empty boxes and packaging appropriately to maintain safe and clean working conditions
3. Customer Service
• Act as hub of problem resolution; follow up to ensure issues are resolved within our performance based, customer centric environment
In addition to the key responsibilities listed above, all positions are also responsible for:
• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that follows all Company policies and procedures including WorldWide Business Standards
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments
PHYSICAL ACTIVITIES
• Ability to grasp, bend, stand, reach above shoulder height.
• Must be able to lift to 50 pounds on a constant basis.
• May encounter various environmental conditions such as hot and cool temperatures hazardous items, noise, and dust.
• Sitting and standing for long periods of time.
• Working with computer for long periods of time
QUALIFICATIONS
Education: College Diploma/University Degree in Computer Science, or equivalent in IT courses or a technically related discipline
Experience:
• Minimum of 1-3 years of hardware and software support experience
Specialized Knowledge and Skills:
• Proficiency with Microsoft Office (Outlook, Word, Excel) and mobile device management
• Ability to perform basic equipment maintenance and repair, lift and move desktop terminals and printers, explain system procedures and techniques.
• Excellent keyboarding skills
• Effective written and verbal communication skills
• Excellent customer service and interpersonal skills
• Bilingualism is an asset for this role