Services Technician

The Services Technician takes responsibility for the basic equipment setup and configuration of associated software at client sites. They collaborate and work closely with the Engineering organization to provide install and break/fix functions for clients. Individuals in this role install and test new software and hardware.

They maintain servers and network hardware.

They also diagnose and troubleshoot hardware failures and provide technical support, escalating unresolved issues when appropriate. Services Technicians provide telephonic, remote, and on-site support to clients. Often considered a "bag-carrying" repair specialist.

Performs client-site servicing, repair, and/or installation of company product(s).

This job may include any aspect of product field support, including system hardware and software, medical or laboratory devices and equipment, and systems networking.

Provides technical support to customers on operational or maintenance aspects of system equipment.

Serves as customer contact on technical and service-related problems.

Diagnoses mechanical, hardware, software, and systems failures using established procedures.

Determines the most cost-effective repair/resolution to minimize customer downtime.

Prepares reports for analysis of product failure trends and serviceability issues.

Key Roles and Responsibilities:

1. Provide support when problems arise and maintain a log and/or list of all the required repairs.
2. Carry out routine server and network maintenance tasks.
3. Setup and maintain back-up systems for desktops and file servers.
4. Engage with clients and assist with software and hardware installation and break/fix function at lower levels of complexity.
5. Ensure the operational hardware and the associated software are installed on client sites, under the supervision and guidance of more senior colleagues.
6. Test installations and assist with fixing performance issues of installed software, escalating problems where applicable.
7. Contribute to client engagement and the success of the team by working with the team to ensure a quality solution for the client.

Knowledge, Skills and Attributes:

1. Displays excellent interpersonal skills.
2. Excellent verbal and written communication skills.
3. Good problem-solving skills.
4. Ability to take initiative and complete tasks on time with very little daily instruction.
5. Ability to work as part of a team.
6. Uses judgement to resolve issues or make recommendations.

Standard career level descriptor for job level:

Have substantial understanding of the job. Uses skills and knowledge to complete a wide range of tasks. Work is moderately difficult. Needs to use judgement to solve issues or make recommendations. Receives very little daily instruction and only gets general instructions on new work. Typically requires a demonstrable level of related experience.

Requirements:

Academic Qualifications and Certifications:

Relevant vendor and product certification together with the required vocational training completed.

Required Experience:

Demonstrable related experience gained within a similar IT environment.