Onsite Field Services Technician, Sudbury - Polycom

1102 CSC Canada; Northeastern Ontario; Remote; CAD 45,000 - 84,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement savings plan

Paid holidays

Paid time off

Employee wellness

Life and disability insurance

Job summary

DXC Technology in Sudbury, Ontario is seeking an onsite Field Services Technician to maintain Polycom conference rooms, install and refresh units, and support Android TV boxes in plant environments.

You will work with end users to resolve complex problems, follow escalation procedures, and contribute to process improvements. The role offers Monday–Friday days with on-call as needed and requires a computer-related degree with 2–5 years of IT support experience.

Qualifications

• High School diploma or GED required.
• College diploma or University degree in a computer-related field is an asset.
• 2-5 years of IT technical support experience.
• Experience with Windows 10/11 in an enterprise environment.
• Experience with Office 365 in an enterprise environment.
• Experience solving computer-related hardware/software problems (Office 365, SAP).
• Experience with company escalation policies.

Responsibilities

• Maintain Polycom conference rooms in the surrounding area.
• Install and refresh Polycom units in the environment.
• Support android TV boxes installed in the plants.
• Resolve complex end-user problems escalated via ticket process.
• Assess diagnostic information and determine alternative actions.
• Implement process changes and coordinate ICMS activities.
• Create plans to implement changes and ensure timelines meet SLAs.
• Provide technical services and train client personnel to reduce recurring errors.

Skills

Interpersonal skills

Communication skills

Organization skills

Analytical thinking

Problem solving

Initiative

Proactivity

ServiceNow

Networking

Mobile devices

Education

High School diploma/GED

College/University degree (CS or related)

Tools

Cisco Call Manager

Microsoft InTune

Office 365 Suite

Job description

Job Description: Onsite Field Services Technician, Sudbury, ON

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com.

Essential Job Functions

• Responsible for maintenance/upkeep of all Polycom Conference rooms in the surrounding area.
• Responsible for installing new and scheduling and refreshing existing Polycom units in the environment.
• Responsible for android TV boxes installed in the plants.
• Interfaces with end users to resolve complex problems concerning system function which have been escalated through a problem ticket process.
• Assesses diagnostic information and determines alternative courses of action.
• Recommends and implements process changes.
• Coordinates and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems.
• Creates plan to implement changes and works with appropriate parties to ensure implementation is meeting expected timeframes, service level agreements and other criteria.
• Measures, maintains, and documents team performance in relation to established goals, time frames and service levels.
• Revises plans, as necessary.
• Provides technical services in support of project work; works with project teams to develop, engineer, and implement defined technical activities, such as distributing new personal computers, in accordance with established guidelines and procedures.
• Provides guidance and training to client population on system and products to eliminate recurring errors for systems/products.
• Escalates issues or concerns as appropriate.
• Recommends changes to procedures and processes; implements as approved.
• Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives.
• Creates and maintains systems software and hardware documentation and assesses system information where appropriate.
• Understanding Tablets, troubleshooting and Android functionalities.

Basic Qualifications

• Must have High School diploma or G.E.D.
• College diploma or University degree in a computer related field is an asset.
• 2-5 years of IT technical support experience.
• Experience with recent Windows operating systems, Windows 10, 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 solving computer-related technical problems both hardware and software (ie. Office 365, SAP).
• Experience with following company escalation policies.

Other Qualifications

• Experience with Polycom Video conferencing solutions and support an asset.
• 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.
• Strong analytical and problem-solving skills.
• Good initiative and proactivity.
• Experience with Service Now ticketing system.
• Networking Experience and ability to troubleshoot basic to complex network problems.
• Experience with Mobile devices such as tablets and phones (Android and IOS).
• Knowledge of MDM functionality and Mobility Device security (E.G. Samsung Knox).
• Experience with Cisco Call Manager.
• Experience with Lenovo/Dell hardware an asset.
• Experience working with and basic understanding of Microsoft InTune.

Work Environment

• Client or office environment – onsite at client facility.
• On Call could be requested of you.
• Monday – Friday days.

Certifications

• CompTIA A+ Certification current or previous considered an asset.
• CompTIA Network+ or CCNA considered an asset.

Shift Schedule: 8-hour days.

** This role is ONSITE in Sudbury, Ontario **

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $45,400 - $84,200.

Full-time hires are eligible to participate in the DXC benefit program.

• health, dental, and vision insurance coverage
• employee wellness
• life and disability insurance
• a retirement savings plan
• paid holidays
• paid time off

DXC is an equal opportunity employer.

We welcome the many dimensions of diversity.

Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities.

If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

At DXC Technology, we believe strong connections and community are key to our success.

Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.

We’re committed to fostering an inclusive environment where everyone can thrive.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.