Field Support Services Technician

Description:

We are seeking a Field Support Services Technician to provide on-site technical support for a variety of devices at retail and non-retail client sites. The technician will be responsible for maintaining and repairing Point of Sale (POS) systems, payment processing equipment, networking devices, security systems, and other back office equipment. The ideal candidate will provide in-person technical support, resolve issues, and ensure devices are operational and compliant with service level agreements.

Responsibilities:

• Repair, reconfigure, or replace faulty devices at client retail and non-retail sites (POS terminals, receipt printers, handheld scanners, credit card terminals, etc.).

• Provide on-site support and perform maintenance, updates, or configuration changes as needed.

• Resolve tickets in adherence to the client’s agreed Service Level Agreements (SLAs).

• Perform device setup and troubleshooting during special events (e.g., grocery store grand openings).

• Follow client protocols for entering sites and provide necessary credentials for access.

• Replace defective parts or devices and ensure they are configured the same as the original.

• Reload or update device software (e.g., Operating System) and configurations as required.

• Document all repairs, replacements, and activities in the ticketing tool.

• After completing repairs, ensure the work area is clean and tidy (e.g., remove boxes, wires).

Qualifications:

• Strong technical skills with experience in troubleshooting and repairing devices such as POS systems, payment processing equipment, networking equipment, and security systems.

• Ability to provide on-site support and maintain a high level of customer service.

• Familiarity with client protocols and ability to work within established SLAs.

• Excellent organizational skills and attention to detail.

Additional Skills:

• Knowledge of Point of Sale (POS) systems, payment terminals, networking hardware (modems, routers, etc.), and security systems (CCTV, alarms, etc.).

• Strong problem-solving abilities and the capacity to troubleshoot in high-pressure situations.

• Must have a vehicle for transporting client IT assets to various sites.