Field Support Technician - Onsite

Responsibilities

v 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 Drawyers, 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, Everseen Servers &Cameras, etc)
• Back Office Equipment (PCs, Printer, backup Systems, etc)
• and other devices available in retail and non-retail sites
  
  

v 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 your 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) to
• 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
• 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 using issued shipping label to Warehouse
  
  

v Cabling Standards – Perform cabling and inside wiring work in adherence to cabling standards, that shall be provided to you from time to time

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

Qualifications & Experience

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

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

v Troubleshooting experience with various Retail Stores related equipment/devices located in Retail Stores, Offices, Distribution Centers, Data Centers PCs and Network Devices

v Ability to install , troubleshoot and assist team members for wide range of Devices applications in Retail Store environment

v Excellent customer service orientation and verbal communication skills

v Analytical thinking and Problem Solving ability

v Any Retail Store Experience is and added Preferred advantage

v Certifications

• A Hardware (must)
• CCNA (preferred)
• Microsoft Certification such as MCP, MCSE, MCTS, etc. (any one)
  
  

v Tools

• Glovia
• ServiceNow
• MS Office O365
• Various Retails Application and Tools
• Windows OS
• iPad, Tablets, Smart Phone
  
  

v Willing to travel to various customer stores/location to meet ticket requirement

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

v Experience with various Retails equipment, Devices, and diverse technical environments

v Excellent customer service orientation and verbal communication skills

v Experience supporting retail Devices (POS systems, receipt printers, scales, SCO lanes, etc.)