What are the responsibilities and job description for the Field Service Technician position at SISL Global?
Responsibilities
Travel to various END CLIENT Retails stores &sites to restore functionality of failed retail devices inclusive of below but not limited to
Point of Sale(POS) Systems (POSTerminal,. 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, backupSystems, etc)
and other devicesavailable in END CLIENT retail and non-retail sites
Break-Fix Maintenance Field Service inclusive of below but not limited to
Repair/reconfigure/replace faulty Devices in various END CLIENT Retail sites by carrying/transporting END CLIENT IT assets in your/HCL issued vehicle
Provide in person,on-site support for completion of a repair
Perform onsite Devicemaintenance, updates, or configuration changes
Resolve the issues/tickets in adherence to HCLTech agreed Service Levels (SLAs) to END CLIENT
Provide technical support and setup during special events such as grocery stores ‘Grand openings’ and other scheduled activities
Follow END CLIENT 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 sameDevices 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 Devicesavailable 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 andwires and leavethe communications room or work area as he/she found it.
Package and Ship the faulty devices using HCL issued shipping label to HCL Warehouse
Cabling Standards – Perform cabling and inside wiring work in adherence to END CLIENT’s cabling standards, that shall be provided to you by END CLIENT/HCLTech from time to time
BS/BA in Information Technology, or an equivalent combination of education or experience
Qualifications & Experience
1 Yearsexperience in Retails Stores - Field SupportOperations as Hardware Support engineer
3 Years of experience in PC Hardware and Software supportengineer
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 andassist team membersfor wide rangeof Devices applications in Retail Store environment
Excellent customer service orientation and verbal communication skills
Analytical thinking and Problem Solving ability
Any Retail StoreExperience 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 variousRetails equipment, Devices, and diverse technical environments
Excellent customer service orientation and verbal communication skills
Experience supporting retail Devices (POSsystems, receipt printers, scales, SCO lanes, etc.)
