What are the responsibilities and job description for the Retail IT Support position at Ovation Workplace Services Inc.?
Job Description
Job Description
Field Support Services-Technician
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 Drawers, 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, Ever seen Servers &Cameras, etc)
o 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 : -
o Repair / reconfigure / replace faulty Devices in various Retail sites by carrying / transporting IT assets in 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 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 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 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 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.)
