Field Service Technician

**FIELD SERVICE TECHNICIAN**

**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 work stations
- Assure all other on-site support services and repairs are completed by verifying operations and maintaining required quality levels and documenting work performed
- 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)
- 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 driver’s license 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.
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- TECHNICIEN DE SERVICE EXTÉRIEUR

Rôle : S'occuper du service technique chez des clients de BFG Enterprise Services de l'ensemble du Canada, en réalisant des activités de dépannage et de réparation de la connectivité et du matériel de manière positive et professionnelle

Responsabilités:

- Procéder aux activités de dépannage et de réparation de la connectivité et du matériel; configurer et administrer le logiciel de messagerie
- Trouver et réparer les problèmes matériels dans un environnement POS; remplacer des scanners, des balances, des claviers d'identification personnelle, des imprimantes et des postes de travail
- Vérifier que tous les services de soutien et de réparation sur place sont effectués en validant le fonctionnement, en assurant les degrés de qualité exigés et en consignant les travaux effectués
- Maintenir une aire de travail sécuritaire et organisée en respectant toutes les politiques et les procédures de sécurité, et en appliquant ce qui a été appris lors de la formation nécessaire à l'exercice de la fonction
- Se déplacer à la dernière minute au besoin pour assurer un service de dépannage chez des clients de BFG de la zone attribuée
- Travailler selon des horaires en rotation (de jour, l'après-midi, le soir et le week-end), y compris par permanences échelonnées sur 24 heures et 7 jours
- Rédiger des rapports d'activité, au besoin
- Assurer la liaison avec le centre d'assistance technique concernant les problèmes non résolus
- Utiliser son expertise technique pour enquêter et diagnostiquer les problèmes des clients de manière rapide et professionnelle
- Installer, aiguiller, effectuer des connexions croisées revêtues et raccorder du câble UTP, c