Field Support Technician

Job Description:

❖ Travel to various retails stores & sites to restore functionality of failed

retail devices inclusive of below but not limited to

o Point of Sale (POS) Systems (POS Terminal,. Receipt Printers, Handheld

Scanners, Cash Drawyers, Pin Pads, etc)

o Payment Processing Equipment (Credit Card Terminals, Mobile

payment devices, etc)

o Networking Equipment (Modem, hubs, Switch, Router, WiFi Access

Point)

o Security Systems ( CCTV Camera, Alarm Systems, Anti-Theft Tags and

Detectors, Everseen Servers &Cameras, etc)

o Back Office Equipment (PCs, Printer, backup Systems, etc)

o and other devices available in ADUSA retail and non-retail sites

❖ Break-Fix Maintenance Field Service inclusive of below but not limited to

o Repair/reconfigure/replace faulty Devices in various ADUSA Retail

sites by carrying/transporting ADUSA IT assets in your/HCL issued

vehicle

o Provide in person, on-site support for completion of a repair

o Perform onsite Device maintenance, updates, or configuration changes

o Resolve the issues/tickets in adherence to HCLTech agreed Service

Levels (SLAs)

o Provide technical support and setup during special events such as

grocery stores ‘Grand openings’ and other scheduled activities

o Follow client protocol for entering the applicable site for support,

which may include providing credentials including Incident number

and authorizations

o Replace Devices (or parts thereof) with the same Devices configuration

as the part or piece of Devices that is to be replaced

o Replace defective parts according to the applicable OEM’s

recommendations

o Reload or update the appropriate Devices software such as Operating

System (OS) and configurations as necessary to make Devices available

for remote configuration

o Support documentation and documented repair closure activities in

the ticketing tool

o After completing the repair/replacement and testing, remove any

refuse such as boxes and wires and leave the communications room or

work area as he/she found it.

o Package and Ship the faulty devices using HCL issued shipping label to

HCL Warehouse

❖ Cabling Standards – Perform cabling and inside wiring work in adherence to

client cabling standards, that shall be provided to you by client/HCLTech

from time to time

Qualifications &

Experience

❖ BS/BA in Information Technology, or an equivalent combination of education

or experience

❖ 1 Years experience in Retails Stores - Field Support Operations as Hardware

Support engineer

❖ 3 Years of experience in PC Hardware and Software support engineer

❖ Troubleshooting experience with various Retail Stores related

equipment/devices located in Retail Stores, Offices, Distribution Centers, Data

Centers PCs and Network Devices

❖ Ability to install , troubleshoot and assist team members for wide range of

Devices applications in Retail Store environment

❖ Excellent customer service orientation and verbal communication skills

❖ Analytical thinking and Problem Solving ability

❖ Any Retail Store Experience is and added Preferred advantage

❖ Certifications

o A Hardware (must)

o CCNA (preferred)

o Microsoft Certification such as MCP, MCSE, MCTS, etc. (any one)

❖ Tools

o Glovia

o ServiceNow

o MS Office O365

o Various Retails Application and Tools

o Windows OS

o iPad, Tablets, Smart Phone

❖ Willing to travel to various customer stores/location to meet ticket

requirement

❖ Valid Driving License with Good Driving History (No ‘DUI’ Record)

❖ Experience with various Retails equipment, Devices, and diverse technical

environments

❖ Excellent customer service orientation and verbal communication skills

❖ Experience supporting retail Devices (POS systems, receipt printers, scales,

SCO lanes, etc.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Job Type: Full-time

Pay: $36,000.00 - $59,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Hardware Support in Retail Stores: 1 year (Required)
• PC Hardware: 3 years (Required)

Work Location: In person

Salary : $36,000 - $59,000