Field Services Technician/Technologist

Field Service Technician/Technologist Representative

Description

Who You Are…

This Technical Representative performs both office, field work, onsite installs 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…

· Install, 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 install/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 perform 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-hours 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, Wi-Fi/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

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.