Service Technician

About Us:

PB Tech is New Zealand's largest computing and I.T. retailer with 19 superstores throughout New Zealand as well as dedicated online, retail and commercial divisions. We have been looking after our individual customers, business customers and re-sellers since 1993 by offering the best price and best service. We are growing fast and eager for talents to join us and develop your own career path with the company.

We are looking for a tech genius to join our Service Team in HQ as a Service Technician

Location of Work: Manukau, Auckland

Employment type: Permanent Full-time

Hours per week:  40 hours per week

Hourly rate: $29 - $32/h

Key Responsibilities:

Product Test and Repair

• Carry out the testing, troubleshooting, diagnostics and repair of a range of hardware and software technical issues for a range of ICT products (including PC's, laptops, mobile phones and tablets), ensuring tasks are completed on time (TAT – turnaround time), to quality and procedural standards and to customer expectation
• In order to diagnose technical issues, carry out the disassembly and reassembly of products, as well as motherboard fault analysis, chipset replacement and soldering; repair or replace defective components to resolve issues in a timely manner; assess and decide whether a product needs to be replaced or repaired
• Service and repair other PB Tech products such as 3D printers, and electric scooters.
• Liaise with customers in relation to technical trouble shooting and answer their technical queries to the expected standard
• Assess warranty information and decide whether or not a product repair falls in or out of warranty; advise the customer of the decision and set expectations on the repair process
• Research solutions for faults as necessary

System Installation and Maintenance

• Carry out the installation and maintenance of a range of ICT systems (including surveillance camera systems, networks), ensuring that efficiency and quality standards are met, correct procedures are followed and tasks are completed in a timely manner

Customer Service and Administration

• Ensure a high level of customer service is delivered to all customers, in accordance with the Service Department's objectives
• Keep track of what stage each repair job is at; ensure customer expectations are managed as to what the appropriate steps and timeframes are and that the customer is informed of any changes
• Prepare and send repair reports, quotations and sales orders in relation to each job in line with Service Department standards
• Interpret and follow different brands' product warranty conditions when processing a repair job, ensuring the customer understands the warranty conditions and is kept updated throughout the process and that internal processes are followed to ensure that labour hours spent on warranty jobs are reimbursed

The successful candidate for this role must have the following attributes:

• At least Level 6 qualification in IT or Computer Studies
• Minimum of 1 year of relevant work experience in technical support, repair, or a similar role, preferably locally obtained
• Strong technical skills with proficiency in Microsoft, Apple, Android, computer networking, and assembly/repair of computers and smart devices.
• Familiarity with RMA processes and procedures.
• Excellent diagnostic and problem-solving abilities.
• Ability to provide technical support and collaborate with team members to solve complex problems.

Why this opportunity?

• Competitive pay
• Health insurance
• Awesome staff discounts of the latest technology products
• Career development opportunities

Candidates need to have a valid visa to work in New Zealand.