Applications are invited for the position described below. Please read all details carefully and do not waste your time and ours if you do not possess all of the qualifications described.
Compu-Home is a family business dedicated to providing its customers with thorough and friendly computer repair and assistance in their home or business, serving the Ottawa area for 25 years. We meet and beat our competitors by being prompt, economical and trustworthy. Most of our clients have been with us for many years and personal referrals are a primary source of new clients. We also advertise our services within the core of the City of Ottawa. Please see further information at www.compu-home.com.
Purpose of the Position
The Computer Systems Technician is responsible for assessing computers and related equipment, identifying the problems and making the necessary repairs, along with a share of usual clerical duties such as telephone and email communications, organizing appointments, recording payments and workshop management.
Introduction into the Compu-Home Team
The Computer Systems Technician will join the team at a learning level and advance in expectations and assignments when we both agree that they are ready.
There will be an introductory period during which the candidate’s suitability will be assessed by both sides and if there is agreement that the candidate successful, the position will be offered. The agreed salary will be paid during the introductory period.
The Computer Systems Technician is a member of a team reporting to the Senior Technician / Owners and, working with that team, provides hardware and software maintenance. The Computer Systems Technician is often the first contact with clients through telephone and email queries and, as such, plays an important role in creating and maintaining a positive, welcoming environment for clients.
1. Arrives prepared to begin daily duties promptly at the agreed start time, which will sometimes vary according to client and scheduling requirements.
2(a). Compu-Home usually visits client premises by appointment and, when possible, deals with problems on site. Occasionally, however, it is necessary to bring the equipment to our workshop. The Computer Systems Technician troubleshoots problems with that equipment and co-ordinates with the rest of the team as to the scheduling and completion of the necessary work, which often involves physically installing, maintaining, repairing, and providing protection and custody of hardware components, software and data, while constantly reporting progress to the client and the rest of the team. In recent years Compu-Home has also adopted a remote assistance service which can under some circumstances allow a quicker resolution of customer issues. This is another area where a clear, articulate, friendly and patient telephone manner is essential.
2(b). The Computer Systems Technician is assigned appointments to visit client premises when necessary. For this reason, a driver's license and automobile are a requirement for the position.
3. Provides technical advice and support to the team and freely requests advice and support when necessary.
4. Provides technical advice and guidance to customers on computer software and hardware use, features, limitations, configuration and risks to clients.
5. Uses our management software to create logs of repairs for individual computers and records time spent on each client's job.
6. Identifies and prepares hardware for disposal when appropriate.
7. Identifies abandoned computers that may be suitable for refurbishment and undertakes restoration from cannibalized parts.
8. Answers telephone calls from clients and identifies problems and schedules a premises visit by a team member or, when appropriate, suggests that the client bring the equipment to the workshop . If it is obviously a suitable issue, the Computer Systems Technician resolves it on the telephone and/or through judicious use of Remote Assistance.
9. Ensures that time is most effectively spent, by scheduling of premises appointments in the same area of the city on any given day, whenever possible.
10. Understands and agrees that security of clients' equipment and data is of utmost importance to the Compu-Home reputation and will take the greatest care to ensure that data is never lost or equipment damaged as a result of being in our custody.
11. Reports immediately any error or omission that may have occurred, so that assistance can be given and corrective action can be taken in the most effective and non-judgmental manner that is possible under the circumstances.
12. Willingly accepts guidance and suggestions from other Compu-Home team members regarding all aspects of fulfilling the responsibilities of the position.
KNOWLEDGE SKILLS ABILITIES AND ATTRIBUTES
Knowledge: The Computer Systems Technician must have proficient knowledge in:
Computer hardware and software systems and programs primarily in Microsoft Windows but also, ideally, with Macintosh. Ability to assist clients with Apple and Android tablets and Smartphones as well as smart TVs would be considered an asset.
Computer peripherals like printers, scanners, and other hardware
Computer networks, network administration and network installation (at the home or small-business level).
Computer viruses and security
E-mail and Internet programs
Skills: The Computer Systems Technician must demonstrate the following skills:
Ability to install and administer computer hardware, software and networks
Analytical and problem-solving skills
Ability to research and recommend suitable purchase options to meet clients' needs
Very effective verbal and listening skills
Ability to provide a professional, enthusiastic and helpful impression of Compu-Home and its staff on the telephone
Stress management skills and time management skills
Personal Attributes: The Computer Systems Technician must:
Demonstrate very high level of articulate use of spoken and written English. (Also: Some of our team have a very basic ability to communicate in French but our business is conducted primarily in English. For a candidate to have the additional ability to communicate well in French would be considered an asset.)
Be honest and trustworthy
Be respectful and extremely patient
Possess cultural awareness and sensitivity
Demonstrate sound work ethics
The Computer Systems Technician will be provided with a work area at the Compu-Home premises that provides privacy and a quiet environment. Equipment and software will be provided as necessary. The Computer Systems Technician is always encouraged to make suggestions regarding improvements to safety, equipment, software and procedures, and these suggestions may be implemented at the discretion of the Senior Technician/Manager.
The Computer Systems Technician agrees that it is his or her responsibility to communicate as soon as possible with the Senior Technician/Manager or other members of the Compu-Home team if conditions arise pertaining to an unsafe condition, or that make him or her uncomfortable, or that interfere with carrying out the responsibilities of the position.
CONDITIONS OF EMPLOYMENT AND SALARY
Current Police Check if requested (Compu-Home will reimburse the cost for a successful applicant)
Number of hours per week will be adjusted from time to time as business demands make necessary: Not fewer than 20 and not more than 40 unless with mutual agreement.
Drivers License and Automobile are a requirement, as discussed above.
Compu-Home Confidentiality Agreement
All employees understand that a position with Compu-Home will involve having access to some client information and that conversations with clients will often elicit still further information, of a business and/or personal nature. Such information will be treated with utmost discretion. All employees agree that under NO circumstances will such information ever be passed on, in writing, electronically or orally, to another person or organization.
All employees understand and agree that the information will not ever be used at present or in the future for other any purposes outside the Compu-Home business.
All employees will take precautions that client information will be kept safe. Access to Compu-Home data, including client information mentioned above and also the URL, username and password of the Compu-Home Scheduler software, will never be shared outside Compu-Home. New clients must always be told that their information will be entered into our records.
At this time, with the COVID-19 epidemic still in a very uncertain state, there may be modifications to our business practices to ensure the safety of employees and clients. The prospective employee must be prepared to be very flexible in this regard but may be assured that they will not be required to do something that causes them concern for their personal safety. All COVID-19 vaccinations to the level offered currently are required.
Flexibility in hours and days of duty will be necessary. (Refer to "Knowledge Skills and Attributes" in Job Description above.)
Rate of Pay: $22.00 per hour
Application Documents Required: Résumé describing qualifications and experience + Cover Letter (see below). Be prepared to provide professional references if asked.
Additional Application Information
Include a personalized covering letter that demonstrates clearly and specifically that you have consulted the www.compu-home.com website and understand the Compu-Home business. Describe specifics of what you can contribute to the business and what you hope to learn from this experience that will further your Computer Systems Technologist progress. Generic "form letters" that do not relate to this specific position are not helpful and may result in the application not being considered.
Number of Positions: 1
Send Résumé and Cover Letter to firstname.lastname@example.org
Compu-Home thanks in advance all applicants and will reply only to those whom we believe have the best potential to meet our needs.
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