Field Service Technician (Ottawa)

BFG Enterprise; Ottawa; On-site; CAD 55,000 - 75,000; Full time

Job summary

BFG Enterprise Services is seeking a field IT service professional to support customer sites across Canada. You will troubleshoot connectivity and hardware, install and maintain network infrastructure, and ensure service quality on every site visit.

You must be able to travel on short notice, work rotating day/night shifts, and interact professionally with customers and internal teams. A strong IT background and POS experience are essential.

Qualifications

• Bachelor's degree in information technology or a related field.
• 3–5 years of experience in IT field services.
• Retail environment experience with POS systems.
• CompTIA A+ Certification.
• Experience with remote management software.
• Strong networking and computer troubleshooting skills.

Responsibilities

• Provide field technical service and support at customer sites across Canada.
• Perform connectivity and hardware troubleshooting and repair.
• Install and configure network infrastructure equipment.
• Liaise with Help Desk on escalated issues.
• Prepare field reports and document work performed.
• Travel on short notice to customer sites; participate in rotating shifts.

Skills

Networking knowledge

POS systems experience

Troubleshooting

Communication skills

Customer service focused

Education

Bachelor's degree in Information Technology

CompTIA A+ Certification

Tools

Remote management software

Job description

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 workstations
• Assure all other on-site support services and repairs are completed by verifying operations and maintaining required quality levels and documenting work performed
• Maintain a safe and organized work area by observing all safety policies and procedures, applying required safety training required for the position
• Perform travel on a moment's notice in order to provide support by troubleshooting at BFG customers' 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)
• Apply proficient computer skills and solid knowledge of computer networking
• 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 G driver's licence 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.