Field Service Technician

Field Support Services - Technician

Travel to various retail stores & sites to restore functionality of failed retail devices including but not limited to:

1. Point of Sale (POS) Systems (POS Terminal, Receipt Printers, Handheld Scanners, Cash Drawers, Pin Pads, etc.)
2. Payment Processing Equipment (Credit Card Terminals, Mobile payment devices, etc.)
3. Networking Equipment (Modem, hubs, Switch, Router, WiFi Access Point)
4. Security Systems (CCTV Cameras, Alarm Systems, Anti-Theft Tags and Detectors, etc.)
5. Back Office Equipment (PCs, Printers, Backup Systems, etc.)
6. Other devices available in retail and non-retail sites

Break-Fix Maintenance Field Service including but not limited to:

1. Repair/reconfigure/replace faulty devices in various retail sites by transporting IT assets in issued vehicle
2. Provide in-person, on-site support for completion of a repair
3. Perform onsite device maintenance, updates, or configuration changes
4. Resolve issues/tickets in adherence to agreed Service Levels (SLAs)
5. Provide technical support and setup during special events such as grocery store grand openings and other scheduled activities
6. Follow protocol for entering the applicable site for support, which may include providing credentials such as Incident number and authorizations
7. Replace devices (or parts thereof) with the same configuration as the part or piece of devices that is to be replaced
8. Replace defective parts according to the applicable OEM’s recommendations
9. Reload or update the appropriate device software such as Operating System (OS) and configurations as necessary to make devices available for remote configuration
10. Support documentation and documented repair closure activities in the ticketing tool
11. After completing the repair/replacement and testing, remove any refuse such as boxes and wires and leave the communications room or work area as found
12. Package and ship faulty devices using the issued shipping label to Warehouse

Cabling Standards: Perform cabling and inside wiring work in adherence to cabling standards provided from time to time.

Qualifications & Experience:

1. BS/BA in Information Technology, or an equivalent combination of education or experience
2. 1+ years experience in retail stores - Field Support Operations as Hardware Support engineer
3. 3+ years of experience in PC Hardware and Software support
4. Troubleshooting experience with various retail store related equipment/devices
5. Ability to install, troubleshoot and assist team members for a wide range of device applications in retail store environment
6. Excellent customer service and verbal communication skills
7. Analytical thinking and problem-solving ability
8. Any retail store experience is an added advantage
9. Certifications: A+ Hardware (must), CCNA, Microsoft Certification (any one)
10. Tools: Glovia, ServiceNow, MS Office O365, various retail applications and tools, Windows OS, iPad, Tablets, Smartphone
11. Willing to travel to various customer stores/location to meet ticket requirements
12. Valid Driving License with good driving history (No ‘DUI’ Record)
13. Experience with various retail equipment, devices, and diverse technical environments
14. Experience supporting retail devices (POS systems, receipt printers, scales, SCO lanes, etc.)