Buchanan Technologies, located at the Atlantic Technology Centre, is expanding operations in Charlottetown and hiring more staff.
“Over the next year, we are planning for a major staffing increase,” says Morgan Hamilton, Service Centre Manager.
Buchanan Technologies provides a broad range of IT solutions, such as full service help desks, ticket management, managed services, project management, field services, consulting, and much more. The company’s headquarters are in Grapevine, Texas. In addition to Charlottetown PEI, Buchanan has offices in Ontario, Kansas, Ohio, North Carolina, and in Bulgaria, in Eastern Europe.
A growing concern
“Here in Charlottetown, we have some new contracts coming to fruition, and others which are being finalized. These are exciting times!
“My mission is to build the talent pool for the new work coming our way this summer. I will need to hire people over the next few months so that we have time to train them for the September rush with our education customers. We are taking resumés right now for the two open positions, and also for the talent pool which will help fulfill our needs for the new positions to be filled this summer.”
Skill set required
“Call centre experience is a good base skill set that we can build on. Anyone who has done technical support for a year or two can usually combine the skills they already know with some training from us. It is not that big a learning curve.
“If you have a technical skill set or are proficient with technology in general, we’re interested in speaking with you.”
Duties on the job
Along with technical support, Service Desk Analysts do back-end support such as making sure people’s user accounts are configured properly, and acting as user advocates who will remedy problems users can’t resolve on their own.
“We support our customers’ computers, servers, sales systems, and infrastructure. When something stops working or warns that it is coming to the end of its life cycle, we fix the problem remotely, or we send field techs to visit the offices and fix the issue in person. We take a proactive approach and often resolve issues before they have a chance to occur.
“We pride ourselves on ownership of issues. When a call, email or chat comes in from someone who needs our help, our agent takes ownership of that issue throughout its lifecycle until it is resolved. It is a proactive attitude rather than a reactive attitude.”
“We give new hires quite a bit of training on the clients they will be working with and recognizing where to acquire the knowledge they need to assist the users they interact with. We want to make sure our people have the resources and knowledge they need. We are passionate about our customers and the level of service we deliver.
“We have developed training material specific to each client covering what people need to know to help users of that specific organization. Staff must pass regular testing to show they have the knowledge or know where and how to locate the information before they begin to field calls, email and chats from our clients.
“After training, each new hire also receives a Service Desk certification. If people want to expand their skill set and pursue a Microsoft, Cisco, or other certification, we will pay for that training. They can also take other online courses such as business communication or team leadership. Buchanan can cover the costs.”
“There is always someone in the office to cover clients who need service 24/7. It is a round-the clock operation, including weekends and holidays. During the day, there is a full complement of staff, and during the evening we reduce staff to suit the volume of calls, chats and email we receive.”
“As we grow, it is important to us that we have lots of skilled people for our talent pool. We constantly accept applications. When we have a need, we can source that pool, as well as posting open positions.
“Resumés are put into categories according to the skill sets listed, such as leadership, server support, computer support, or technical support experience. Applicants are interviewed and given a technical aptitude test geared to the position.”