Durham NC- Field Service Technician
Durham NC- Field Service Technician
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Job Description
Field Support ServicesTechnician
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 Drawers 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 AntiTheft Tags and Detectors ever seen Servers & Cameras etc.)
- Back Office Equipment (PCs Printer backup Systems etc) o and other devices available in retail and nonretail sites
BreakFix 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 issued vehicle
- Provide in person onsite 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)
- 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 OEMs 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 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.
- 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 ProblemSolving 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 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.
Health Insurance
Paid Time off
Federal Holidays
401(K)
Employment Type
Full Time
