The Service Technician is required to ensure timely response / resolution to all service calls at customer sites in their assigned territory. The Tech will provide service on POS computer hardware, servers, laser printers, meat scales and wrappers, network equipment, wireless devices, etc. The Field Service Technician is responsible to maintain an accurate inventory of equipment, and need strong troubleshooting skills with excellent written skills for documentation and record keeping.

Responsibilities:

• Respond to all service requests timely, keep customers fully updated, and ensure service call completions are documented accurately
• Interact with customer personnel in a positive manner
• Maintain ability to work regular hours, as well as after-hours availability when needed
• Willing to travel when needed, typically within a 200 —mile radius, some overnight travel required
• Responsible to troubleshoot, repair, and test to verify proper functionality of equipment assigned to provide service for
• Able to use tools, including basic power tools
• Provide preventative maintenance to customers on in-store POS equipment, as well as additional hardware, laser printer, meat scales and wrappers, network equipment, etc.
• Basic configuration of software and hardware, and perform installs and upgrades, as needed
• Maintain professional appearance and conduct
• Adhere to company policies
• Adhere to specific deadlines and timelines
• Responsible for the company-provided vehicle / fuel and fleet maintenance card, Netbook PC, tools and test equipment, for company use only
• Pass a drug screen, background check, and driving record check

Education:

• Any combination of technical school / practical experience (preferred)

Experience:

• Minimum 1 years of experience in information technology service (Preferred)
• Familiarity with Windows, and Microsoft Office (required)
• Practical experience with electronics / technology hardware (preferred)

Licenses & Certifications:

• CompTIA A+ Certification (Preferred)

Skills & Knowledge:

• Exceptional customer service
• Basic break / fix computer skills
• Excellent oral and written communication
• Ability to think, learn, and solve problems quickly
• Adhere to company safety policies and procedures
• Maintain ability to work a flexible schedule, including weekends and Holidays
• Confidentiality and integrity
• Detail oriented and Organized
• Able to work independently with limited supervision and as part of a team

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Summary:
Front line phone and remote support for all our customers - including grocery, hospitality and c-store/fuel industries.

Purpose:
Create a positive customer support experience and build strong relationships through understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

Responsibilities:

• Answer inbound service desk calls, emails, and monitor issue queues
• Provide initial troubleshooting and clarification of issue or request
• Create and update incident records for tracking and documenting issues or requests
• Regular communication with customers, providing updates on open issues
• Categorize and prioritize issues and requests using defined standards
• Maintain resolution of 75% of all incoming calls without escalation to Level 2/Level 3 within established time limits
• Follow escalation processes for incidents requiring additional knowledge or expertise, or not meeting the expected service level agreement for resolution
• Monitors issues escalated to Level 2 to ensure timely resolution and maintain customer communication
• Use, update, and maintain knowledge base documents
• Validate and deliver solutions provided by Level 2/Level 3
• Provide after hours support as part of the on-call rotation
• Provide feedback and recommendations to other internal teams to improve product delivery and reduce support requests
• Expand your knowledge of components, applications, and business activities to advance your abilities and responsibilities, graduating to a Level 2 position

Qualifications/Credentials:

• Interpersonal skills
• Clearly communicate verbally and in writing with co-workers and customers
• Can handle high call volume and high pressure situations
• Able to prioritize issues and activities effectively
• General IT proficiencies
• Troubleshooting and diagnostic skills
• PC hardware
• Operating Systems: Windows XP, 7, 8, Server 2003, Server 2008, Server 2012
• System and data backup, recovery, imaging
• Networking, routers, wireless access points
• SQL Database basics
• Office suite applications, email clients, browsers
• Security practices - passwords, firewalls, antivirus, and anti-malware
• Remote desktop support, FTP
• POS Systems - identify components, software applications and business activities for the following customer industries and platforms

Experience in one of these industries is beneficial:

• Grocery
• Hospitality
• Fuel & C-Store

Our Values:

• Respect and honesty
• Learning and sharing
• Relaxation and fun
• Responsiveness
• Accountability and ownership

Job Type: Full-time

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Retail Data Systems is looking for a full time Hospitality Software Technician to provide support to our customer base. We are looking for someone with knowledge of Restaurants, Brink POS Software, Hardware, PC's and Basic Networking.

Responsibilities:

• Providing remote phone support including diagnosing and solving equipment and software issues
• Preparation, configuration and installation of POS equipment
• Staging of upcoming installs
• POS Database Builds
• Customer training
• On-Call
• Excellent customer service skills are required
• Must be self-motivated, organized and punctual
• Good driving record and able to travel to customer sites in your area

Background check required for credit card PCI compliancy.

Benefits:

• Competitive wages
• Continual growth for advancement
• Health and Dental benefits
• 401k

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Retail Data Systems is looking for full time support specialists to provide support to our customer base. We are looking for an experienced Technical Support Specialist who has great familiarity with Hardware and Software Technology, a good understanding of Retail Operations and customer focused.

Responsibilities:

• Providing phone support including diagnosing and solving equipment and software issues
• Preparation, configuration and installation of POS equipment
• Producing processes documentation and training materials
• Customer training
• On-Call Rotation

We’re looking for someone with a minimum of 2 years retail store experience and expertise in the following areas:

• PC or POS system installations
• POS system operation, programming, troubleshooting
• End User training/education
• LAN/WAN Systems (including VPN’s)
• Firewalls, routers, hubs, and switches
• Windows Operating Systems (XP, Windows 7/8, Server 2008/2012)
• Microsoft Terminals Services
• Microsoft SQL
• Crystal Reports

Must be able to work under deadlines, be detail oriented, motivated to learn/teach, project driven and team oriented. Up to 20% domestic travel during the week. Competitive entry level starting salary with benefits.

• Excellent customer service skills are required
• Must be self-motivated, organized and punctual
• Good driving record and able to travel to customer sites in your area
• Background check required for credit card PCI compliancy

Benefits:

• Competitive wages
• Company car provided
• Health and Dental benefits
• 401k

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Retail Data Systems is looking for full time support specialists to provide support to our customer base. We are looking for someone with knowledge of NCR ACS-IR software, NCR POS Hardware, PC's and Basic Networking.

Responsibilities:

• Providing on-site hardware and phone support including diagnosing and solving equipment and software issues
• Preparation, configuration and installation of POS equipment
• Maintaining parts inventory
• Customer training
• On-Call
• Excellent customer service skills are required
• Must be self-motivated, organized and punctual
• Good driving record and able to travel to customer sites in your area

Background check required for credit card PCI compliancy.

Benefits:

• Competitive wages
• Company car provided
• Health and Dental benefits
• 401k

Apply Now

Retail Data Systems is looking for full time support specialists to provide support to our customer base. We are looking for someone with knowledge of NCR ACS-IR software, NCR POS Hardware, PC's and Basic Networking.

Responsibilities:

• Providing on-site hardware and phone support including diagnosing and solving equipment and software issues
• Preparation, configuration and installation of POS equipment
• Maintaining parts inventory
• Customer training
• On-Call
• Excellent customer service skills are required
• Must be self-motivated, organized and punctual
• Good driving record and able to travel to customer sites in your area

Background check required for credit card PCI compliancy.

Benefits:

• Competitive wages
• Company car provided
• Health and Dental benefits
• 401k

Apply Now