Purpose of the Job\u00a0\u00a0 \u00a0<\/p>\n
\tThe 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.
\n\tThis 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.<\/p>\n
Incident Management of End-User and Store Devices:<\/p>\n
\tEffectively manage and resolve reported incidents within agreed-upon Service Level Agreements (SLA).
\n\tUnderstand and adhere to user authority levels and corresponding SLAs (e.g., immediate assistance for executives; up to 4 hours for general users).
\n\tProvide second-line telephonic and remote support by accessing endpoint devices directly.
\n\tPhysically visit sites to troubleshoot and resolve user issues as necessary, ensuring quality of service delivery.
\n\tTake ownership of problems, progressing towards resolution and providing advice or training to users about system functionality.<\/p>\n
Setup, Configuration, and Installation of Endpoint Devices:<\/p>\n
\tResponsible for the installation and configuration of new endpoint devices (e.g., desktops, POS systems).
\n\tReload software as needed on PCs and store endpoint devices while ensuring data integrity and security.
\n\tInstall and configure peripherals such as printers, adhering to established installation standards.<\/p>\n
Vendor and Infrastructure Management:<\/p>\n
\tLiaise and manage third-party vendors for installations and maintenance, ensuring compliance with established standards.
\n\tAssist with servicing endpoint devices and peripherals as part of ongoing support and installation projects.<\/p>\n
New Store Opening Process:<\/p>\n
\tEngage with stakeholders to understand business requirements for new site layouts and assist in planning installations of third-party services.
\n\tManage communications regarding site installations and escalate issues as necessary.
\n\tEnsure the installation and configuration of store endpoint devices and coordinate vendor support for Voice, Data, and wireless installations.<\/p>\n
Qualifications\u00a0\u00a0 \u00a0<\/p>\n
\tA+, N+, or MCSE certification or relevant industry qualification (essential).<\/p>\n
Experience\u00a0\u00a0 \u00a0<\/p>\n
\t+3 years of experience in an IT Field Support role or equivalent, with a strong focus on retail environments (essential).<\/p>\n
Knowledge and Skills\u00a0\u00a0 \u00a0<\/p>\n
\tSolid technical knowledge and experience with systemic problem analysis and resolution practices (essential).
\n\tCode 8 driver’s license (essential).
\n\tProficient with MS Office 365 suite, including basic Excel and Word (essential).
\n\tSystem administration knowledge on UNIX\/Linux platforms and relevant technology tools (preferred).
\n\tUnderstanding of network topologies, support, and setup, including TCP\/IP networking (essential).<\/p>\n
Closing Date\u00a0\u00a0 \u00a0<\/p>\n
\t2025\/10\/15<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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