Field Support Technician

Responsibilities:

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

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

• Repair/reconfigure/replace faulty Devices in various ADUSA Retail sites by carrying/transporting ADUSA IT assets in vehicle.
• Provide in person, on-site support for completion of a repair
• Perform onsite Device maintenance, updates, or configuration changes o 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 o 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.
• Cabling Standards – Perform cabling and inside wiring work in adherence to cabling standards, that shall be provided to you.

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 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.)

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Application Question(s):

• Do you have a valid driving licence ?

Experience:

• Point of sale: 3 years (Required)

Ability to Commute:

• Fayetteville, NC 28304 (Required)

Willingness to travel:

• 75% (Preferred)

Work Location: In person

Salary : $22 - $26