Field Support Technician

  • Charlotte, NC
  • Posted 10 hours ago | Updated 2 hours ago

Overview

On Site
$$25 / hr
Contract - W2
Contract - 1 day((s))

Skills

Field Support Technician

Job Details

Job Description:
  • Fully responsible for the Safety and Maintenance of the Client-issued VAN in adhering to the client's policy and process.
  • Fully responsible for the safety of End Customer IT Devices assigned to candidates to support users/stores.
  • Load End customer-approved IT Devices in candidates client-issued VAN and keep them safe.
  • Park Client issued VAN in candidates Home in adhering to Local County/State Government rules and Guidelines.
  • Drive the Client-provided VAN to work and keep it safe along with.
  • Constantly report to candidates Manager about the Vehicle Condition and get it repaired at designated locations directed by the Client.
  • Install, configure, and maintain Devices at stores and other sites.
  • Perform on-site Device maintenance, updates, or configuration changes.
  • Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose).
  • Provide technical support and setup during special events such as grocery store openings.
  • Provide on-site technical assistance for Devices in adherence to Client's agreed Service Levels (SLAs).
  • Perform grand opening standby support.
  • Perform security sweeps, including validating that the following items are compliant, and remediating as needed:
  • All EFT PinPads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices.
  • All EFT PinPads have privacy shields.
  • If devices are missing please notify the store manager to place an order via Bunzl.
  • All Ethernet Ports in common areas are secured with port blockers; Common areas include customer facing areas and open associate areas such as Deli, Produce, Bakery, Meat, etc.
  • All customer-facing PC USB Ports are secured with port blockers.
  • All Open/Unlocked Kiosks are secured with port blockers.
  • Validate that the EFT lock key is in the lock and secured to a lanyard.
  • Troubleshooting to repair or replace.
  • Exchange.
  • Reconfigure.
  • Ship parts to and from the Location.
  • Perform remedial Support activities for Devices when required.
  • Such remedial Support activities include:
  • Return the defective Device as to Normal Operations according to OEM standards or per instructions.
  • Perform remote diagnostics with the Supported User.
  • Provide all necessary labor to repair or restore the Device to Normal Operations
  • Provide all necessary Support for the Maintenance and repair of local Backup and restore capabilities for Devices.
  • Conduct Parts & Sparing validation, including end-user profile updates, Device Parts & Sparing Tag check, model and serial number check, Location, etc.
  • Advise the Supported User, before a Device Maintenance request is complete, of the status of work being performed and provide future avoidance or Maintenance tips to prevent additional Problems.
  • Provide service personnel who are fully trained in direct Support of their product on the Devices they support.
  • Update the CMDB and AMS with the correct Device, logistics, and warranty information.
  • Report all deviations from the Device Management System and from Policies that are discovered during Incidents via a jointly developed communications process
  • Report any non-standard hardware or Software discovered.
  • Conduct ongoing analysis of Device Maintenance and call history to track service trends.
  • Conduct monthly Device performance reviews and trend analysis.
  • Manage and act as a single point of contact for Service Provider Agents, Device warranty providers, and other Third Party Providers identified by.
  • Provide advanced notification to management of required OEM Device Upgrades or replacements.
  • Provide shared users orientation on the prevention of the same Problem, when applicable.
  • Validate Device Management fields, including end-user profile updates, Device Tag, make, model, serial number, Location, etc., and update if necessary.
  • Report to all deviations from the CMDB and AMS and from Policies that are discovered during the on-location support.
  • Cabling Standards Perform cabling and inside wiring work in adherence to cabling standards, which shall be provided to candidates by the Client from time to time.
Break-Fix Maintenance Field Service Responsibilities:
  • Provide in-person, on-site support for completion of a repair.
  • Follow the protocol for entering the applicable site for support, which may include providing credentials, including the Incident number and authorizations
  • Repair/replace faulty Devices.
  • 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.
  • Label any device according to requirements regarding information to be captured on the label.
  • Affix a Device tag to the replaced Devices when provided to the Service Provider's engineer by.
  • Support documentation and documented repair closure activities as defined in the Process and Procedures Manual.
  • 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. Als, candidates shall put the refuse in a designated site.
  • After the completion of the repair/replacement and testing, candidates shall complete the return merchandise authorization ("RMA") process, including returning the defective item of Devices to the OEM or other vendor as applicable.
On-call Support And Overtime Support:
  • Provide on-call support as per Client Leaders in adhering to Client Policy and Procedures.
  • Perform Overtime support only with Pre Approval by candidates Manager.
  • Record and report candidates Overtime and On-call support details to candidates Manager accurately.
Team Coordination and Collaboration as Backup Technician:
  • Act as a backup technician to other Tech I/Tech II in candidates area/region and follow the direction of the Client Leader.
  • Refer to the attached documents below to understand the Client's deliverables and SLAs for Field Support Services, candidates are responsible for delivering them under the supervision of one or more Client Leaders.
  • Perform any additional tasks assigned by the Client.
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