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Field Support Technician

Phoenix Business, Inc

  • Augusta, ME
  • 1 day ago

    Highlights

    Break-Fix and Remedial Support Travel to CUSTOMER brand sites to restore failed devices through troubleshooting, repair, replacement, exchange or reconfiguration. Review the attached documents describing Client deliverables and SLAs for Field Support Services and deliver those services under the supervision of one or more Client leaders.

    Numbers & Facts

    LocationAugusta, ME

    Description

    Title :Field Support Technician
    Location : Augusta, ME (Onsite)
    Language : Local Language and English



    Field Service Technician
    Job Description
    • Be fully responsible for the safety and maintenance of the Client-issued van in accordance with Client policies and processes.
    • Be fully responsible for the safety of end-customer IT devices assigned for supporting CUSTOMER users and stores.
    • Load CUSTOMER-approved IT devices into the Client-issued van and keep them secure.
    • Park the Client-issued van at home in accordance with applicable local county and state government rules and guidelines.
    • Drive the Client-provided van for work and ensure its safety.
    • Report vehicle condition to the manager regularly and arrange repairs at designated locations as directed by Client.
    Field Support and Installation Responsibilities
    • Install, configure and maintain devices at CUSTOMER stores and other sites.
    • Perform onsite device maintenance, updates and configuration changes.
    • Perform single and bulk IMACDs: Install, Move, Add, Change and Dispose.
    • Provide technical support and setup during special events, including grocery-store openings.
    • Provide onsite technical assistance in adherence to Client-agreed service levels (SLAs).
    • Provide grand-opening standby support.
    Security Sweeps and Compliance
    • Confirm all EFT PinPads are secured with locks or security screws and show no evidence of tampering or skimming devices.
    • Confirm all EFT PinPads have privacy shields. If a shield is missing, notify the store manager to place an order through Bunzl.
    • Confirm Ethernet ports in common areas are secured with port blockers. Common areas include customer-facing and open associate areas such as Deli, Produce, Bakery and Meat.
    • Confirm all customer-facing PC USB ports are secured with port blockers.
    • Confirm all open or unlocked kiosks are secured with port blockers.
    • Validate that the EFT lock key is in the lock and secured to a lanyard.
    Break-Fix and Remedial Support
    • Travel to CUSTOMER brand sites to restore failed devices through troubleshooting, repair, replacement, exchange or reconfiguration.
    • Ship parts to and from the CUSTOMER location as required.
    • Return defective devices to normal operations according to OEM standards or CUSTOMER instructions.
    • Perform remote diagnostics with the supported user and provide necessary labor to repair or restore devices.
    • Support maintenance and repair of local backup and restore capabilities for devices.
    • Conduct parts and spares validation, including user profile, asset tag, model, serial number and location checks.
    • Advise users on work status and provide maintenance or avoidance tips before closing a request.
    • Provide in-person onsite support and follow CUSTOMER site-entry protocols, including incident numbers and authorizations.
    • Repair or replace faulty devices or components with the same configuration and in accordance with OEM recommendations.
    • Reload or update operating systems, device software and configurations as needed to enable remote configuration.
    • Label and asset-tag devices according to CUSTOMER requirements.
    • Complete repair closure documentation, clean the work area and dispose of packaging or wires at the CUSTOMER-designated location.
    • Complete the return merchandise authorization (RMA) process and return defective equipment to the OEM or applicable vendor.
    Asset, CMDB and Service Management
    • Update the CMDB and AMS with accurate device, logistics and warranty information.
    • Validate and update device-management fields, including end-user profile, device tag, make, model, serial number and location.
    • Report deviations from device-management systems, CMDB, AMS and CUSTOMER policies through the agreed communication process.
    • Report any non-standard hardware or software discovered.
    • Analyze device-maintenance and call history to identify service trends.
    • Conduct monthly device-performance reviews and trend analysis.
    • Coordinate with service-provider agents, device warranty providers and other third-party providers identified by CUSTOMER.
    • Provide advance notification of required OEM device upgrades or replacements.
    • Provide users with guidance to prevent recurrence of the same issue, where applicable.
    Cabling Standards
    • Perform cabling and inside-wiring work in accordance with CUSTOMER cabling standards provided by CUSTOMER or Client from time to time.
    On-Call, Overtime and Team Coordination
    • Provide on-call support as directed by Client leaders and in accordance with Client policies and procedures.
    • Perform overtime support only with prior manager approval.
    • Accurately record and report overtime and on-call support details to the manager.
    • Act as a backup technician for other Tech I and Tech II resources in the assigned area or region and follow Client leadership direction.
    • Review the attached documents describing Client deliverables and SLAs for Field Support Services and deliver those services under the supervision of one or more Client leaders.
    Qualifications
    • BS/BA in Information Technology or an equivalent combination of education and experience.
    • 3+ years of experience in PC hardware and software configuration support.
    • 1+ year of experience in retail field-support operations and hardware support.
    • Experience troubleshooting PCs, network devices and retail-store equipment across stores, offices, distribution centers and data centers.
    • Ability to install and troubleshoot a wide range of device applications in a retail-store environment and assist team members.
    • Experience supporting retail devices such as POS systems, receipt printers, scales and self-checkout (SCO) lanes.
    • Experience with varied retail equipment, devices and technical environments.
    • Excellent customer-service orientation and verbal communication skills.
    • Strong analytical thinking and problem-solving ability.
    • Willingness to travel to customer stores and locations to meet ticket requirements.
    • Valid driving license with a good driving history and no DUI record.
    • Prior retail-store support experience is preferred.
    Certifications
    • CompTIA A+ Hardware certification (required).
    • CCNA certification (preferred).
    • One Microsoft certification such as MCP, MCSE or MCTS.

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