Service & Delivery Technician III

Albertsons Companies • West Bridgewater, MA

2d • Onsite

About The Position

As a Service & Delivery Technician III, you will be supporting our Shaw’s/STAR Market retail stores & backstage facilities that are in and around West Bridgewater, MA. Our Service & Delivery Technician III technicians repair devices such as Self-Checkout’s, counter scales, check stand scales, point-of sale printers, Lexmark printers, iPads, eCommerce picking devices and desktops/laptops. Our Service & Delivery Technician’s also assist with deploying new & replacement hardware into the field.

In this role you will have the opportunity to work on different projects and learn new technologies. In addition, you will have the opportunity to learn all facets of store support, network with fellow Technicians and support store directors to run our best-in-class retail grocery stores.

The position will be based in West Bridgewater, MA.

As a Service & Delivery Technician III, you will visit our retail stores and backstage facilities to address any open IT issues that need on-site assistance, as well as support these facilities remotely where possible.

Requirements

• High school graduate, AA/AS/BA/BS degree preferred or 3+ year's technical/training/hardware certifications preferred.
• Information Technology project implementation exposure with 5+ years’ technical systems and 2+ years of technical support experience preferred.
• 2+ years retail business experience preferred.
• 2+ years’ experience with retail store systems, technology systems and hardware preferred.
• 2+ years’ experience with installation and configuration of desktop and peripheral technology preferred.
• Excellent telephone, customer service and problem-solving skills with the ability to gather important information to resolve high pressure issues/situations (for remote locations).
• Excellent communication and Interpersonal skills with the ability to effectively present technical information and tailor responses for customer understanding.
• Working knowledge of IT hardware, installation models, Windows, MS Office, and related applications.
• iOS and Android knowledge.
• Demonstrated ability to follow written/verbal instructions, define problems, collect data, establish facts, and draw valid conclusions.
• Demonstrated ability to work independently and be a strong collaborative partner in a matrixed organization.
• Demonstrated ability to learn beyond formal training with a strong aptitude for delivering quality products under minimal supervision.
• Understanding of how hardware/software systems inter-relate.
• Must be able to lift up to 50 pounds of equipment, some twisting and turning with equipment installs.
• Must have a good, safe driving record. Must have a vehicle.
• Solid mechanical skills.
• Flexibility to work a variety of shifts, day, evening and overnight in a 24/7 on call support capacity.
• Strong sense of urgency, business ethics, dependability and follow through.

Nice To Haves

• Self-checkout experience is preferred.

Responsibilities

• Support standard hardware platforms and systems installed throughout the stores.
• Proactively take tickets and/or assign from the queue and update customer on ticket/request status.
• Repair all approved standard technology hardware including PC/Server hardware, Network hardware, RF hardware, and printers.
• Provide complete recoverability of systems and applications.
• Manage end user ad-hoc requests.
• Trouble shoot installation/configuration resolution – Provide level 2 and 3 on hardware.
• Installation of new hardware and software.
• Day to day BES Administration.
• Provide customers with IT support; meet goals for service level agreements.
• Provide network and remote connectivity (hardware/software) support.
• Maintain equipment inventory controls and policies.
• Work with Support Center (STSC) on assignment of problems, support issues and concerns with computer systems.
• Interface with all Corporate IT groups for on-site support and technology resolutions.
• Adhere to repair standards and service levels established.
• Driving required for this Zone Service Area.
• Role includes up to 25% travel, participate in 24/7 on-call rotations & overnight travel as required.

Benefits

• medical
• dental
• vision
• disability and life insurance
• sick pay
• PTO/Vacation pay
• paid holidays
• bereavement pay and retirement benefits (pension and/or 401(k) eligibility)
• Associates in this position may be eligible for a quarterly bonus, subject to Company bonus plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees