Job Description
Role: Responsible for providing field technical service and support at BFG Enterprise Services customer sites across Canada, by performing connectivity and hardware troubleshooting and repair in a positive and professional manner.
Responsibilities and Duties:
Perform connectivity and hardware troubleshooting and repair; Perform outlook set up and administration
Identify and repair hardware issues in a POS environment; Replace scanners, scales, pin pad, printers and workstations
Assure all other on-site support services and repairs are completed by verifying operations and maintaining required quality levels and documenting work performed
Maintain a safe and organized work area by observing all safety policies and procedures, applying required safety training required for the position
Perform travel on a moment’s notice in order to provide support by troubleshooting at BFG customer's sites in assigned area, as required
Be available for rotational shifts (days, afternoons, evenings and weekends) including rotational stand-by 24/7
Prepare field reports, as required
Liaise with Help Desk on escalated issues
Investigate and diagnose customers’ issues by using technical expertise in a timely and professional manner
Install, fish, dress cross connect and terminate Unshielded Twisted Pair (UTP), co-axial and fibre optic cable
Identify cable pathways
Test, review and troubleshoot installed systems
Install various types of network infrastructure equipment (switches, routers, servers, DSL modems, wireless switches and access points, camera, security systems, network addressing)
Troubleshoot cabling, hardware and network related issues in the field
Operate hand and power tools (i.e. drill)
Apply proficient computer skills and solid knowledge of computer networking
Exhibit positive and professional attitude and behaviour at all times; Interact and communicate respectfully with all BFG parties to resolve field issues
Work independently and collaboratively with other team members to achieve common project/site objectives
Occupational Requirements:
Technical Requirements:
CompTIA A+ Certification
Minimum university degree with major in information technology or a related program
Minimum 3 - 5 years of experience working in IT field services, with broad exposure to a variety of software and hardware technologies, or equivalent experience
Experience working in a retail environment with POS systems is required
Experience working with remote management software is an asset
Experience in troubleshooting cabling, hardware and network related issues in the field
Familiarity with network equipment (routers, switches, desktops, printers, servers etc.)
Must have and provide company with valid G driver’s licence and clean abstract for use of company vehicle for travelling to customer sites to provide service
Ability to operate hand and power tools (i.e. drill)
Proficient computer skills and solid knowledge of computer networking
Personal Requirements:
Excellent prioritizing and communication skills
Ability to travel to customers’ sites on short notice over extended periods of time
Ability and availability to work revolving day/night 24/7 shifts, rotational stand-by and on- calls to respond to operational requirements
Must be able to lift up to 75 lbs.