Job Description

Purpose of the Job

The purpose of the Field Support Engineer II is to ensure continuous IT infrastructure service delivery for IT users through timely installations and the resolution of incidents, including incident management of end user and store devices. This role involves the setup, configuration, and installation of endpoint devices such as desktops and POS systems, managing infrastructure vendors for cabling and installations, and overseeing new store openings to ensure optimal operations.

Job Objectives

Incident Management of End-User and Store Devices:

Effectively manage and resolve reported incidents within agreed-upon Service Level Agreements (SLA). Understand and adhere to user authority levels and corresponding SLAs (e.g., immediate assistance for executives; up to 4 hours for general users). Provide second-line telephonic and remote support by accessing endpoint devices directly. Physically visit sites to troubleshoot and resolve user issues as necessary, ensuring quality of service delivery. Take ownership of problems, progressing towards resolution and providing advice or training to users about system functionality.

Setup, Configuration, and Installation of Endpoint Devices:

Responsible for the installation and configuration of new endpoint devices (e.g., desktops, POS systems). Reload software as needed on PCs and store endpoint devices while ensuring data integrity and security. Install and configure peripherals such as printers, adhering to established installation standards.

Vendor and Infrastructure Management:

Liaise and manage third-party vendors for installations and maintenance, ensuring compliance with established standards. Assist with servicing endpoint devices and peripherals as part of ongoing support and installation projects.

New Store Opening Process:

Engage with stakeholders to understand business requirements for new site layouts and assist in planning installations of third-party services. Manage communications regarding site installations and escalate issues as necessary. Ensure the installation and configuration of store endpoint devices and coordinate vendor support for Voice, Data, and wireless installations.

Qualifications

Degree/Diploma in IT, Software Development, Information Systems, Systems Support, or related field (essential). A+, N+, or MCSE certification or relevant industry qualification (essential).

Experience

+3 years of experience in an IT Field Support role or equivalent, with a strong focus on retail environments (essential). Solid technical knowledge and experience with systemic problem analysis and resolution practices (essential)

Knowledge and Skills

Code 8 driver's license (essential). Proficient with MS Office 365 suite, including basic Excel and Word (essential). System administration knowledge on UNIX/Linux platforms and relevant technology tools (preferred). Understanding of network topologies, support, and setup, including TCP/IP networking (essential).

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