Technical Field Services

Technical Support

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

Are you ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes.

You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs.

You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations. As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively.

You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.

You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of – and taking action on the problem. If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team.

Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit.

We are seeking a dedicated and skilled Field Services Technician to join our team. The successful candidate will be responsible for providing deskside support, performing preventive maintenance, and supporting various devices and peripherals at our client locations. This role requires a proactive approach to troubleshooting and resolution activities, as well as excellent communication skills to coordinate with end users.

Key responsibilities include:

• Deskside support, including troubleshooting and resolution activities at the Authorized User's location.
• Monitoring the ServiceNow Ticket queue, acknowledging receipt of tickets, and reviewing troubleshooting information.
• Coordinating with end users to schedule convenient times for on-site support.
• Performing preventive maintenance activities for end-user devices, ensuring compliance with OEM requirements and avoiding warranty voidance.
• Incident troubleshooting and resolution for devices, including peripherals and OEM warranty fulfillment.
• Supporting IMACs (Install, Move, Add, Change, Deinstall) and remediation of security vulnerability incidents.
• Executing checklists and scripts as directed.
• Supporting both Windows and Non-Windows devices, including those connected to manufacturing devices.
• Providing support for desktop model PCs, shop floor sites, and other restricted environments.
• Issuing and supporting clean loaner laptops for domestic and international use cases.
• Supporting specialty printers, security badge printers, RF scanners, timeclocks, and other manufacturing environment devices.
• Unpacking, inspecting, and installing new devices, ensuring proper operation and configuration.
• Performing device moves, including disconnecting, packing, and reinstalling devices at new locations.
• Adding or changing devices, ensuring proper boot-up, operation, and user orientation.
• Deinstalling devices, erasing data, packing, and shipping to designated locations for retirement.

Required skills and experience include:

• 3+ years of experience in deskside support and device maintenance.
• Good standing security clearance (L1/L2/L3) or previous CGP clearance.
• Applicants in Quebec must be bilingual (French/English).
• Proficiency in troubleshooting and resolving technical issues.
• Familiarity with ServiceNow or similar ticketing systems.
• Ability to work independently and coordinate with end users.
• Strong communication and organizational skills.

Additional information includes:

• This role may require travel to various client locations and full-time on-site work.
• Security clearance is required for this role, and the candidate must be eligible to work in Canada without sponsorship.
• The candidate must be able to perform tasks during business hours and fulfill up to 50 move requests each month.

Location requirement: This role requires on-site presence at one of the following locations in Quebec: Longueuil, Saint-Hubert, Mirabel.

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.