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Computer Technical Specialist

Department:

E Smart - Retail Services

 
Effective Date: August, 2009
Grade:

USG 7

USG 35 hr/wk

Reports to: Campus Tech Manager

General Accountability

The Computer Technical Specialist is accountable to the Campus Tech Manager for managing the technical service centre in E Smart for hardware and peripherals including but not limited to consultation, technical repairs, and research for hardware components.  The incumbent ensures the quality, integrity, and accuracy of technical service that conforms to current industry standards.

Nature and Scope

The incumbent is one of six full-time staff members reporting to the Campus Tech Manager.  Reporting to the Campus Tech Manager  are  Computer Acquisitions Co-ordinator,  Technology Sales Associate (2), Computer Technical Specialist -SLC and POS Sales Assistant.  While the incumbent makes independent decisions related to technical service for customers, the individual also serves as an effective team member working collaboratively with staff to support the store’s goals and objectives.   The Campus Tech Manager reports to the Director of Retail Services.

 

Retail Services is a university ancillary department responsible for providing goods and services for students, faculty, staff, alumni, and external community.  The Retail Services business operations include five retail stores – Book Store, Campus Tech, Waterloo Store, Write Stuff, and E Smart.  Operations support units within Retail Services are Information Technology, Accounting, Marketing, and Shipping & Receiving.

 

E Smart and Campus Tech  are authorized campus computer resellers and Rogers Wireless Dealer, primarily responsible for providing computer and wireless products and technology services for students, faculty, staff, and department purchases.  The stores are authorized higher education reseller for the major computer vendors such as Apple, Fujitsu, Toshiba, LG, Lenovo.  As an authorized higher education reseller, E  Smart  must meet the qualifications specific to each vendor for warranty service repairs, academic pricing, demo products and other services. 

 

E Smart and Campus Tech are Tier 1 Apple Campus reseller.   In order to achieve this level, the store must achieve minimum annual Apple sales of $1M, employ a full-time Apple certified technical specialist, and provide an on-site technical service centre.   The qualifications and level of technical service provided by the incumbent must meet the terms outlined in the agreement between Apple Canada and Campus Tech.

 

Management of the technical service centre requires the incumbent to maintain an orderly and neat work environment, maintain accurate customer service records, purchase records for parts ordering, invoicing computer vendors for services provided under warranty, and prepare cost/time analysis reports for the manager.   The incumbent is also responsible for the pool of laptops that are available as loaners (free) for warranty repairs and the regular rental service program. 

 

 

The incumbent is responsible for accurate and timely records of all computer warranty service for reimbursement of labour costs, parts exchanges, and confirmation the technical service provided meets the guidelines for warranty coverage.   Non-warranty technical service or service requested for products not purchased from E Smart, is also provided by the incumbent.

 

The incumbent is responsible for resolving technical customer service problems or making recommendations in response to student, staff, or faculty computer service issues.  The incumbent will consult with customers in advance of the work performed to explain fault diagnosis, provide a quote on the cost of repair (labour, parts, etc) if the service is not covered under warranty, or offer alternative solutions.

 

The incumbent works closely with the Campus Tech staff providing advice on technical matters, consults with computer vendors technical service centres, and contacts hardware component distributors for the best price and availability.  This requires setting priorities, managing the workflow; co-ordinating and scheduling appropriate timelines, and accurate record keeping for all aspects of the technical service process and procedures.

 

Technology trends and hardware upgrades change almost every 3 to 4 months.  The incumbent must attend computer vendor training sessions for new hardware or hand held devices, be informed of emerging technology trends, upgrade technical skills, and participate in all warranty service programs required by the vendor.

 

The incumbent must be familiar with the UW computing standards, electrical safety requirements, recommended software and other campus computing policies that are approved by IST.

 

The challenges in this position are:

Statistical Data

Specific Accountabilities

Technical Services:

 

Administrative:

Other Duties:

Working Conditions