What are the responsibilities and job description for the Field Service Technician II position at Heunets Inc.?
Field Services Technician
Travel to various Retails stores & sites to restore functionality of failed retail devices inclusive of below but not limited to:
- Point of Sale (POS) Systems (POS Terminal, Receipt Printers, Handheld Scanners, Cash Drawers, Pin Pads, etc)
- Payment Processing Equipment (Credit Card Terminals, Mobile payment devices, etc) Networking Equipment (Modem, hubs, Switch, Router, WiFi Access Point)
- Security Systems (CCTV Camera, Alarm Systems, Anti-Theft Tags and Detectors, Ever seen Servers &Cameras, etc)
- Back Office Equipment (PCs, Printer, backup Systems, etc) o and other devices available in retail and non-retail sites
Break-Fix Maintenance Field Service inclusive of below but not limited to
- Repair/reconfigure/replace faulty Devices in various Retail sites by carrying/transporting IT assets in issued vehicle
- Provide in person, on-site support for completion of a repair, perform onsite Device maintenance, updates, or configuration changes
- Resolve the issues/tickets in adherence to agreed Service Levels (SLAs)
- Provide technical support and setup during special events such as grocery stores ‘Grand openings’ and other scheduled activities
- Follow protocol for entering the applicable site for support, which may include providing credentials including Incident number and authorizations
- Replace Devices (or parts thereof) with the same Devices configuration as the part or piece of Devices that is to be replaced
- Replace defective parts according to the applicable OEM’s recommendations
- Reload or update the appropriate Devices software such as Operating System (OS) and configurations as necessary to make Devices available for remote configuration
- 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.
- Package and ship the faulty devices issued shipping label to Warehouse Cabling Standards – Perform cabling and inside wiring work in adherence to cabling standards, that shall be provided to you 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 A Hardware (must) , CCNA (preferred), Microsoft Certification such as MCP, MCSE, MCTS, etc. (any one)
❖ Tools, Glovia, ServiceNow, MS Office O365, Various Retails Application and Tools, Windows OS, 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.
Job Type: Full-time
Pay: $45,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
Application Question(s):
- Are you willing to undertake a BGV and Drug Test?
Education:
- Associate (Preferred)
Experience:
- Software troubleshooting: 3 years (Required)
- Customer support: 3 years (Required)
- Windows: 3 years (Required)
- IT service management: 3 years (Required)
- ServiceNow: 3 years (Required)
- Field service: 3 years (Required)
- Active Directory: 3 years (Required)
- PCI: 3 years (Required)
License/Certification:
- CompTIA A (Required)
Work Location: In person
Salary : $45,000
