What are the responsibilities and job description for the Technical Support Specialist position at SISL Global?
Technical Support Services - Specialist
- Expertise in Point of Sale (POS) Systems including POS Terminals, Receipt Printers, Handheld Scanners, Cash Drawers, and Pin Pads.
- Proficient in Payment Processing Equipment such as Credit Card Terminals and Mobile Payment Devices.
- Knowledgeable in Networking Equipment, including Modems, Hubs, Switches, Routers, and WiFi Access Points.
- Skilled in Security Systems management, covering CCTV Cameras, Alarm Systems, Anti-Theft Tags and Detectors, and Everseen Servers & Cameras.
- Experience with Back Office Equipment (PCs, Printers, Backup Systems, etc.) found in Client retail and non-retail settings.
- Ability to transport and manage Client IT assets using a personal or Client-issued vehicle for repairs and support.
- Deliver exceptional in-person, on-site support to ensure prompt and effective repairs.
- Conduct onsite Device maintenance, updates, or configuration changes as needed.
- Resolve support tickets in strict adherence to Client Service Level Agreements (SLAs).
- Provide technical assistance and setup during special events, including grand openings at grocery stores and other scheduled activities.
- Follow Client protocols meticulously while entering sites for support, ensuring all required credentials, such as Incident numbers and authorizations, are provided.
- Replace Devices or parts with configurations matching existing equipment, ensuring seamless functionality.
- Execute parts replacement in accordance with OEM recommendations.
- Update software on Devices, including Operating Systems (OS) and configurations, to facilitate remote management.
- Document repair details and maintain records in the ticketing tool for transparency and future reference.
- Maintain a clean workspace after completing repairs, ensuring all refuse, including boxes and wires, are properly disposed of and the area is left in its original condition.
