Field Service Technician

Computech Corporation; Chicago (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in technical support is seeking a skilled technician for installation and maintenance of hardware in the Chicago area. The role involves ensuring customer satisfaction through high-quality service, alongside managing incidents and providing hardware and network support. Ideal candidates will have a strong understanding of systems architecture, outstanding problem-solving abilities, and a commitment to delivering excellent customer service.

Qualifications

• 3+ years of related experience preferred.
• Experience with hardware and OS knowledge of assigned products.
• Ability to work flexible schedules, including nights and weekends.

Responsibilities

• Perform installation, maintenance, and repairs on electromechanical devices.
• Manage customer incidents and develop communication channels.
• Analyze and resolve technical problems effectively.

Skills

Electronic skills

Customer service

Network management

Repair

Installation

Education

High School Diploma or equivalent

Associate’s Degree

Tools

SQL

Microsoft Office

Job description

Duration: 6 Months with possible extensions

Job Responsibilities:

1. Provide installation, maintenance, and repairs on equipment within an assigned territory/region to ensure continuity of customer operations and high customer satisfaction.
2. Perform Tier II work on products and services of medium-high complexity, including large servers, mainframes, enterprise-level servers, networks, and software.
3. Offer hardware maintenance, installation, network management, multi-vendor maintenance, and software support.
4. Install, maintain, and repair ATM (second line) and POS equipment and other electromechanical devices across various locations.
5. Manage customer incidents, build relationships, and develop communication channels at the local level.
6. Own and address all customer issues, providing support to other team members as needed.
7. Understand and fulfill Service Level Agreement (SLA) requirements, escalating issues when necessary.
8. Represent NCR positively, reflecting the company's image and reputation.
9. Verify site environment readiness, install systems per plan, and ensure setup meets customer requirements.
10. Analyze and resolve technical problems, perform preventive maintenance, and carry out overhauls and modular swaps.
11. Respond to customer calls, identify problems, escalate, and resolve operating system software issues, keeping customers informed throughout.
12. Manage network faults and assist in performance, configuration, security, and software management.
13. Complete administrative tasks accurately, including updates, modifications, and customer communication.
14. Manage daily dispatch, work at customer sites, offices, or virtually, with up to 60% travel.
15. Carry tools and parts, perform physical tasks, and work in various environments, including enclosed spaces and dusty areas.
16. Report calls, activities, and expenses promptly and accurately, and document customer asset information for billing.

Qualifications:

Associate’s Degree preferred with 3+ years of related experience.

Basic Qualifications:

• High School Diploma or equivalent, 1-3 years of related experience.
• A+ Certification.
• Proficiency with personal computers, Microsoft Office, basic electronic skills.
• Hardware and OS knowledge of assigned products.
• Understanding of Systems Architecture, client/server, web-based systems.
• Ability to work flexible schedules, including nights, weekends, and on-call shifts.
• Experience with database management systems (e.g., SQL), network management, and protocols (Ethernet, SNA, WAN).

Additional Information:

Experience in field installation, maintenance, repairs, PCs, desktops, laptops, and printers required.