Job - Field Service Technician - Augusta, ME (Onsite)

Title                        :Field Support Technician

Location                : Augusta, ME (Onsite)

 

Field Service Technician 

Job Description 

• Be fully responsible for the safety and maintenance of the HCLTech-issued van in accordance with HCLTech 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 HCLTech-issued van and keep them secure. 

• Park the HCLTech-issued van at home in accordance with applicable local county and state government rules and guidelines. 

• Drive the HCLTech-provided van for work and ensure its safety. 

• Report vehicle condition to the manager regularly and arrange repairs at designated locations as directed by HCLTech. 

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 HCLTech-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 HCLTech from time to time. 

On-Call, Overtime and Team Coordination 

• Provide on-call support as directed by HCLTech leaders and in accordance with HCLTech 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 HCLTech leadership direction. 

• Review the attached documents describing HCLTech deliverables and SLAs for Field Support Services and deliver those services under the supervision of one or more HCLTech 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.