What are the responsibilities and job description for the Field Service Technician-Onsite position at OVATION Workplace Services?
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.)
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.)
