Field Service Technician Role
Employee Type: Non-Exempt FT
Manage Others: No
Description
Who You Are
This Technical Representative performs both office, field work, and support to configure Point of Sale (POS) databases. This role has knowledge of Point of Sale (POS) supported software, applications, processes, installation, and training. Additionally, this role provides support by troubleshooting escalation calls for both internal employees and CoffeeTree customers. The Technical Representative will successfully aid in converting a store’s POS system, Back Office, and network schema.
What You'll Do
Administer and configure firewall settings
Install operating systems, software, patches, upgrades, and hardware (i.e. servers, PC’s, switches and routers)
Analyze, trouble shoot, and resolve system hardware, software, and networking issues
Configure, optimize, fine tune, and monitor operating systems, software, and hardware
Assist with the setup of store servers, applications, and processes needed to bring a store live
Provide support by troubleshooting escalation calls for both internal team members and customers
Log and document all supported requests in service tickets (phone calls or instore) and ensure all service tickets are meeting the corresponding SLA’s
Serves as an escalation point and coach for all team members on hardware and software problem analysis and resolution
Ability to set up and performing system backups and recovery
Implement and monitor POS system and data security (virus protection, malware, PCI)
Communicate with Account Managers and customers on technology needs and industry changes
Provide phone support as necessary during regular business hours and after hour support
Follow up and support existing customers
Review proposals for equipment and software and recommends potential opportunities to the Account Manager
3rd Party Integration – Work with lab and research and development to validate/signoff on new programs and software upgrades
What You'll Bring to the Team
Bachelor’s degree or equivalent experience in the POS industry
Experience in POS industry
Internal expert with all aspects of supported solutions for vertical
Proficient in Microsoft Office programs, including Outlook, Word, Excel, and PowerPoint
Expert problem solver and analyst at both the technical and application levels
Creative problem-solving skills, a critical thinker, and a dedication to customer satisfaction
Excellent written and verbal communication skills as well as interpersonal skills
Possess the accountability and personal responsibility to own and drive results
Ability to work independently and part of a team environment
Preferred Qualifications
Experienced with CoffeeTree supported software, applications, processes, and solutions such as POS, Back Office, and third-party software (i.e. label printing, loyalty, eWIC, and e-Commerce) and best practices
Knowledge of implementing and installing store networks and network security, administering and configuring firewall settings, network switches and routers, WiFi/VLAN experience, and endpoint protection
Proven ability to manage and mentor technical and customer support personnel
Successfully manage multiple issues at the same time
Proven customer service experience
Possess excellent problem-solving and analytical skills
Ability to effectively manage multiple projects with strong organizational skills, attention to detail and logical problem-solving skills
What We Offer
401(k) savings plan match
Health coverage (medical, dental, vision)
HSA + employer contribution
Employer-paid life insurance
Short & long term disability
Generous PTO and holiday schedule
Base Pay: $19.50 - $25.00 / Hour
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets and fax machines.
Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Walking, bending, lifting, repetitive motion
Use of hand tools and test equipment
Occasionally lift up to 50 lbs.
Ability to climb ladders
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by CTG.
Compensation
The pay range for this position is $19.5/hour - $25.00/hour. Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience. The total compensation package may also include other elements in addition to a full range of medical, financial and/or other benefits (401(k) eligibility, PTO), dependent on the position. If hired, employees will be in an “at-will” position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department performance, and market factors.