Service & Delivery Technician III

Albertsons•West Bridgewater, MA

About The Position

Albertsons Companies is hiring a Service and Delivery Technician III to provide IT support to Shaw’s and STAR Market retail grocery stores in Boston and the surrounding Massachusetts area, with possible coverage throughout New England. The position is based in the Boston area and involves traveling between stores daily according to ticket volume and location. Driving is required, and the technician must have a reliable vehicle and a good, safe driving record. The role supports store technology by deploying equipment, installing hardware and software, and troubleshooting and configuring retail IT systems. Equipment includes computers and servers, printers, POS systems, scales, network hardware, and RF hardware. The technician performs approved break-fix repairs, supports network and remote connectivity, helps ensure systems and applications can be recovered, and works with the Support Center and corporate IT groups to resolve issues. The position also involves maintaining equipment inventory controls and meeting established service levels and service-level agreement goals. The successful candidate will provide customer-focused technical support, communicate technical information clearly, and work independently as well as collaboratively across a matrixed organization. The role offers exposure to projects and new technologies, opportunities to learn different facets of store support, and interaction with fellow technicians and store directors. Work may occur in a temperature-controlled environment and can include extended periods sitting, standing, walking, or working at a desk or computer terminal. The technician uses keyboards, telephones, and other office equipment, and may need to stoop, bend, twist, reach, and lift equipment weighing up to 50 pounds. Some evening and weekend work may be required.

Requirements

Excellent telephone, customer service, and problem-solving skills, including the ability to gather information and resolve high-pressure issues.
Excellent communication and interpersonal skills, including the ability to explain technical information in a way customers understand.
Working knowledge of IT hardware, installation models, Windows, MS Office, and related applications.
Ability to work independently and collaborate effectively in a matrixed organization.
Flexibility to work day, evening, and overnight shifts, and provide on-call support.
Strong sense of urgency, business ethics, dependability, and follow-through.
High school graduate; a BA/BS degree is preferred.
At least 5 years of technical systems experience and 2 years of technical support experience.
Good, safe driving record.
Reliable vehicle for the position.
Ability to sit, stand, or walk for extended periods; use a keyboard, telephone, and office equipment; and stoop, bend, twist, reach, and lift equipment weighing up to 50 pounds.

Nice To Haves

BA/BS degree.
Technical, training, or hardware certifications.
Experience with IT project implementation.
At least 2 years of experience with retail store systems, technology systems, and hardware.
At least 2 years of experience installing and configuring desktop and peripheral technology.

Responsibilities

Provide IT technical support to Shaw’s and STAR Market retail grocery stores in and around Boston and the surrounding area.
Support standard hardware platforms and systems installed throughout the stores.
Repair approved standard technology hardware, including PC and server hardware, network hardware, RF hardware, and printers.
Troubleshoot and resolve technology issues and provide complete recoverability of systems and applications.
Install new hardware and software.
Provide network and remote connectivity hardware and software support.
Provide customer support and meet service-level agreement goals.
Maintain equipment inventory controls and policies.
Work with the Support Center on problem assignments, support issues, and computer-system concerns.
Coordinate with corporate IT groups for on-site support and technology resolutions.
Follow established repair standards and service levels.
Travel between stores daily based on ticket counts and locations.