Technician, Field Service Level II

Who You Are

The Field Service Technician Level II will provide technical support for onsite customers across various Point of Sale (POS) platforms. This role will be accountable for regional territory and customers providing industry leading service. The role requires after hours and weekend work flexibility, and a demonstrated level of leadership and mentoring for other technicians.

This position will be based in a territory across New Haven, CT - Hartford, CT - New London, CT - Worcester, MA. 

What You'll Do

• Perform diagnostics down to the root cause component
• Repair and replace PC components and peripherals
• Communicate with customers prioritizing service and expectations
• Troubleshoot and repair computer equipment and networks in a POS environment
• Effectively service calls across multiple POS verticals
• Ability to log into customers sites and fix level 1 help desk issues
• Communicate with Field Technicians and assist them remotely with complex troubleshooting issues
• Effectively prioritize service calls in a designated area, including monitoring dispatch of other service technicians in designated area
• Assists in developing processes and procedures for support and repair services
• Demonstrate proper attitude, availability, punctuality, and attendance
• Assist with phone support, diagnosis, and repair of equipment for DUMAC resources and customers
• Provide leadership for escalations, root cause analysis, and resolution of customer issues in an expedited manner
• Assist Supervisor and Manager in day-to-day operations, escalations, and other service activities
• Excellent customer communication skills and adept at handling customer expectations.
• Knowledgeable in parts handling and maintain inventory
• Active member in the on-call rotation

Required Qualifications

• High School diploma and 4 years of experience in a computer/technical position
• Complete understanding of the elements, functions, and inter-dependence of all parts of a POS system
• Expert at troubleshoot and repair computer equipment and networks in a POS environment
• Excellent written and verbal communication skills as well as interpersonal skills
• Possess the accountability and personal responsibility to own and drive results
• Ability to work independently and part of a team environment
• Proficiency in Microsoft Office programs, including Outlook, Word, Excel and PowerPoint 

Preferred Qualifications

• Possess excellent problem-solving and analytical skills
• Strong organizational skills, attention to detail and logical problem-solving skills

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets and fax machines.

Physical Environment

Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• Walking, bending, lifting, repetitive motion
• Use of hand tools and test equipment
• Occasionally lift up to 50 lbs.
• Ability to climb ladders

Other Duties/Changes

This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.

Compensation

The pay range for this position is $21.50/hour - $25.00/hour. Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience. The total compensation package may also include other elements in addition to a full range of medical, financial and/or other benefits (401(k) eligibility, PTO), dependent on the position. If hired, employees will be in an “at-will” position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department performance, and market factors.

EEO Statement

DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, parental status, genetic information, political affiliation, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP.  http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Salary : $22 - $25