SOS - Lead Tech

This article covers everything that a Lead Tech is responsible for. Their full Scope of Support

Hardware:

• Mac hardware repairs
• PC hardware repairs
• iOS hardware repairs
• Additional Apple products
• Consols
• Write Repair Documentation
• Run final inspections on computers
  • When new employees are in training, run final inspections on their computers

Customer service:

• Assist customers at the front counter
• Try and sell any accessories or computers that may be relevant to a customer
• Answer the phone
• Handle Ticket Management/Help Desk issues

Shop Work:

• Works towards an “Empty Dashboard”
• Keep your workstation and common areas clean
• Complete designated store/operational tasks
• Recycle/refurbish computers
• Apple Cycle count
• "Bar Raiser"
  • As a leader you are expected to set the standard of how other techs are to act
• Policy and Procedure Enforcement
• Employee Scheduling