Field Service Technician

Retail Technology Group Inc•Maryland / DC, MD, US, MD

11d•$45,000 - $55,000•Onsite

About The Position

As a Field Service Technician, you are part of the Field Service Team taking care of IT related issues in the field for RTG Customers. The job requires a technician to be self-sufficient and possess technical and mechanical skills to troubleshoot, support and install network cabling and network devices, computer hardware, software and other IT related devices. Candidates should also demonstrate good communication and customer service skills. The tech is required to meet customer needs by completing service calls and projects within SLA (Service Level Agreement). Technicians work independently with some direction from Dispatch, Field Manager, Field Service Coordinators or Project Managers.

Requirements

At least 2 years working with IT Hardware
Knowledge of the Internal components of a PC
At least 2 Years Experience Troubleshooting/Terminating Network Cabling
Driving experience

Nice To Haves

Industry certifications preferred but not required

Responsibilities

Be available to run service calls 6 days a week from 6am to 10pm
Respond to Text, Emails, Phone calls in a timely manner
Confirm service requests, call the customer, and set appropriate ETAs to meet SLA
Arrive onsite before the set ETA and within the Service Level Agreement time.
Complete work at scheduled time or before the Service Level Agreement time expires
Always be cordial, professional and limit disruption at the client site
Call for assistance after 20 minutes as needed.
Complete all Service-related task prior to Leaving site.
Close calls and provide all deliverables using approved sign off
Clock in/out each day as needed in RTG Payroll Software and verify timecard accuracy
Maintain work hours with manager so you are not below or to much above a 40 Hour work week.
Maintain Accurate Inventory of Parts
Update Sales Orders Daily and ship return parts weekly
Maintain adequate inventory of parts, order replacement parts as needed
Procure the tools, parts, and test equipment to complete IT Related Services
Adhere to the RTG field tech dress code
Adhere to the RTG Handbook
Ensure Customer Images on external drive are up to date
Complete monthly inventory counts (Consumable and Non-Consumable Items)
Submit expense reports for approved items
Troubleshoot POS equipment with technical support
Troubleshoot/ Repair / Replace POS and IT equipment
Troubleshoot / Repair / Replace network cabling
Complete Service Calls and Projects installs
Access and change computer BIOS and operating system as needed
Use software to Reimage POS Devices and Servers
Perform basic mechanical tasks such as drilling, assembly and repair
Understand and follow technical documents
Access internet to find technical information
Must complete and pass RTG Field & Safety training monthly
Communicate using text, email, video chat, microsoft teams
Driving record must meet company standards
Maintain residence within 45 Minutes of designated Service area
Must Pass Pre-employment RTG Approved Physical and on annual basis.