BREAK FIX IT TECHNICIAN – JOB POSTING

The Role
Venture is currently seeking a Break Fix IT Technician to join our growing team. In this role, you will be the go-to expert for diagnosing and resolving hardware issues across Windows, Apple, and Multifunction Printers, both onsite and remotely. You’ll play a key part in ensuring seamless IT service delivery by performing hardware replacements/repairs, managing vendor communications, and maintaining device certifications. You will also be responsible for managing our front desk and logistics. This opportunity is ideal for someone with hands-on experience in hardware troubleshooting who is eager to deepen their technical skills and grow within a dynamic IT services environment.

Roles & Responsibilities

• Diagnosing and resolving tickets within client service level agreement time frame
• Diagnosing and replacing major hardware components for standard Windows and Apple devices
• Processing repairs for mobile devices such as screen and battery replacements.
• Maintaining all required Apple & Lenovo certifications and training programs
• Configuring and customizing Windows and Mac setups for clients
• Performing the above functions onsite at client sites and in-lab at Venture’s office
• Managing communication between vendors and other third-parties as required
• Documenting ticket progress and resolution notes for client billing or review
• Acting as the liaison between the account and technical team to clients when required
• Meeting client service level agreement targets while maintaining a high level of client service
• Supporting technician and account teams to ensure client satisfaction
• Working with management to identify opportunities to improve our hardware repair team
• Ship and receive hardware peripherals daily, including returns.
• Assist with inventory management and ensure sufficient supplies are available.
• When necessary, provide level 1 desktop support on Windows, MacOS, and iOS devices
• Assist in maintaining Venture’s technical support knowledge base
• Onboarding and offboarding client user accounts through Active Directory or Entra ID (Azure AD)
• Support Level 2 and Level 3 resources in projects and initiatives
• Participate in an after-hours standby rotation
• Performing other tasks, based on management requirements

Qualifications & Skills

• 3+ years of experience in a hardware technician role diagnosing and repairing hardware issues in PC and Apple devices
• Support knowledge of PC hardware, Microsoft operating systems and knowledge of standard business software such as Office 365
• Support knowledge of printer hardware and printer related software such as printer drivers
• Support knowledge of iOS and MacOS devices, as well as iOS/MacOS troubleshooting
• Strong client service skills – communication and problem solving
• Ability to work with non-technical users - simplifying complex information
• Ability to multi-task, prioritize and manage time effectively
• Ability to lift heavy objects up to 50 lbs.
• Must be willing to travel within GTA; must have own vehicle and valid driver’s license
• Willingness to work overtime when required
• Must be able to handle tight deadlines in a fast-paced environment
• This is a full-time permanent position, working in office, Monday to Friday 9:00AM - 5:30PM.

Nice to Have

• Knowledge and experience performing PCB repairs is considered an asset
• Experience working in a MSP environment.
• 1+ years of experience with ConnectWise or a similar CRM ticket system
• 1+ years of experience in a service desk role providing IT support and troubleshooting - hardware and software
• CompTIA Server+, Network+, or other relevant industry certifications

Required Certifications (or obtain within 6 months of being hired)

• AppleCare Hardware Certifications
• Product-specific certifications for all devices we handle, obtaining and updating specific model certifications as needed.
• Lenovo Certified Hardware Technician
• Lenovo Warranty Service Provider Certification
• Lenovo Data Center Technical Certification

• Diagnosing and resolving tickets within client service level agreement time frame
• Diagnosing and replacing major hardware components for standard Windows and Apple devices
• Processing repairs for mobile devices such as screen and battery replacements.
• Maintaining all required Apple & Lenovo certifications and training programs
• Configuring and customizing Windows and Mac setups for clients
• Performing the above functions onsite at client sites and in-lab at Venture’s office
• Managing communication between vendors and other third-parties as required
• Documenting ticket progress and resolution notes for client billing or review
• Acting as the liaison between the account and technical team to clients when required
• Meeting client service level agreement targets while maintaining a high level of client service
• Supporting technician and account teams to ensure client satisfaction
• Working with management to identify opportunities to improve our hardware repair team
• Ship and receive hardware peripherals daily, including returns.
• Assist with inventory management and ensure sufficient supplies are available.
• When necessary, provide level 1 desktop support on Windows, MacOS, and iOS devices
• Assist in maintaining Venture’s technical support knowledge base
• Onboarding and offboarding client user accounts through Active Directory or Entra ID (Azure AD)
• Support Level 2 and Level 3 resources in projects and initiatives
• Participate in an after-hours standby rotation
• Performing other tasks, based on management requirement