Hardware Repair Technician

Stott Hoare Hardware Repair Technician

The Hardware Repair Technician will use their technical skills and experience to resolve customer issues and support IT administrative activities. This role is responsible for troubleshooting faults on end-user devices, identifying required parts, completing repairs, and performing quality assurance checks before devices are returned to customers. Devices are predominantly Lenovo, Dell and Microsoft laptops and desktops. Strong attention to detail is essential, as all repairs must be completed to a high standard to ensure customer satisfaction.

The role is primarily based in our Osborne Park workshop, although travel to customer sites to repair devices will also be required. Customer sites are located across the Perth metropolitan area, so access to your own vehicle is essential.

Clear and consistent communication with customers is expected to ensure expectations are set and information continues to flow throughout the repair process. Tidiness, organisation and a methodical approach are essential for success in this role. The Hardware Repair Technician will be responsible for all aspects of the repair process, including the coordination and prioritisation of hardware repair activities such as parts ordering, repair quotes, stock control and parts returns.

Primary responsibilities

• Laptop and Desktop Hardware Repairs
• First level contact and support
• Maintain Service Desk tickets and queues
• Communicate effectively with customers on expectations, incident resolution, quotes and orders
• Ordering of spare parts, stock control and Vendor repair coordination
• Open service tickets and invoke resolutions
• Maintain Vendor Training Requirements
• Escalation to Vendors for technical support
• Maintaining IT documentation

Desired Qualifications/Skills

• Good understanding of workstations, peripherals, printers, servers, networking, access methods and mobile devices
• Customer Service oriented
• Attention to detail and methodical in approach
• Competent administrative skills
• SOE Imaging Deployment experience
• Strong knowledge in MS Windows and Office
• Must have excellent organisational and communication skills
• Experience coordinating with vendors and parts management
• CompTIA A+, ITIL, Microsoft, Technical certifications a plus
• Must be a team player willing and eager to learn
• Must be able to manage, prioritise and organise many tasks

Job Qualifications

• Must have great Customer Service and a “Can Do” attitude
• Ability to communicate in an understandable, polite and friendly manner, both written and verbal
• Strong organisational skills and ability to multi-task in a small business environment