Job description
IT Field Tech Lead
Classification: Non-Exempt
Reports to: IT Management
JOB DESCRIPTION
Position Summary:
Seeking Point-of-Sale Computer Field Technicians. Candidates should be self-starters with good computer hardware and customer service skills. Knowledge of POS equipment is a plus. Previous retail experience is a plus. Ability to work in a fast-paced retail environment. This position requires flexible work hours with extensive travel in the assigned area. Candidates must provide their own transportation, valid driver's license and proof of auto insurance. Mileage reimbursement is included in the compensation package. Candidates will also be responsible for maintaining a small inventory of IT equipment parts.
individuals will help manage the team in the field. Assist with deployment projects and help cover districts when a field tech is not available. Will also be used to support processes and changes from management, for example helping with incident management, asset management and making sure store issues re been addressed. This role would report directly to the IT Help Desk Manager.
The goal is to create value for our customers that will help preserve Vallarta Supermarkets' core values.
ESSENTIAL JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES:
- Provide support to the dedicated field technicians in their districts.
- Assist IT management team with keeping track of escalations.
- Perform follow’s with external vendors.
- Perform audits of technician’s tasks, such as Preventative Maintenance, Spotskims, and Scale certifications.
- Creating new procedures for the equipment for the stores.
- PoS support – escalation / level 2 support
- Assist with asset management, making sure field technicians are following processes of asset management tracking.
- ServiceNow tickets monitoring and auditing. Validating technicians are following established procedures.
- Help with new project implementations. New Equipment deployment, overnight projects management and attending project meetings.
- Completes quality assurance procedures and checks the data for errors and inconsistencies.
- Weekend coverage support – expand field support coverage to the weekend.
- Help with user training and adoption for a new applications or new tools, such as: office365 changes, help users’ adoption to improve user experience with a mobile device
- Liaison between vendors, IT team and business owners.
- Diagnose errors or technical problems and determine proper solutions.
- Produce timely and detailed service reports.
- Follow all company’s filed procedures and protocols
- Comprehend customer requirements and make appropriate recommendations/briefings
- Build positive relationships with customers
- Troubleshoot issues with our Point of Sale applications (ACS, & Aloha)
- Scale calibration
Knowledge and Skills:
- Decides to either set the time to service the site or to call the help desk and walk them through the problem.
- Ability to troubleshoot, test, repair and service technical equipment.
- Be able to communicate effectivity and provide technical information to the IT team and management. Also, be able to speak in non-technical terms with customers
- Coordinates any issues or communications with the correct functionary or help desk or 3rd party vendors.
- Must be able to work flexible hours based on call volume in the area.
- Scale certification (We paid for certification)
- Networking experience including a demonstrated understanding of VPN, LAN, WAN, and wireless.
- Strong written and verbal communication
- Basic knowledge of VMware or Virtual Server environments
- Prioritize multiple competing projects and initiatives and focus resources in line with such priorities.
- Bilingual Spanish is preferred but not required
- Demonstrate patience, flexibility and a positive attitude
- A+ certification preferred
Required Education and Experience
- High School Diploma
- 3 years of relevant work experience as a Field Technician
- Solid technical understanding of the Windows operating system
Supervisory Responsibility
Yes
Physical Demands:
- Travel 95%
- May also have to do some lifting of supplies and materials from time to time up to 50lbs to 100lbs
- Manage a multiple requests and situations at one time or simultaneously
Position Type/Expected Hours of Work:
This is a non-exempt level position, must be able to work weekends as needed. Traveling between Stores daily.
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