Job Description

Field Support Services – Technician

• 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 Client retail and non-retail sites
• Repair/reconfigure/replace faulty Devices in various Client Retail sites by carrying/transporting Client IT assets in your/Client 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 Client agreed Service Levels (SLAs)
• Provide technical support and setup during special events such as grocery stores ‘Grand openings’ and other scheduled activities
• Follow 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 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.

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