Field Technician to sit at the San Francisco, CA airport. This person will take escalated calls/tickets from the Tier 1 team regarding store support that may include POS (payment systems) troubleshooting, Network troubleshooting or Windows operating system troubleshooting. This position has a strong emphasis on advanced Incident Management and Problem Management as core deliverables to drive escalations with other teams. Candidate should demonstrate a high sense of self-motivation, this individual must display superior problem management, root cause analysis, and issue resolution skills. The candidate will be required to be on-call after hours, on a rotation basis. In addition to their primary location, candidate will also be required to provide support to other designated locations in the NorthWest region. This role will be facilitating the resolution of technical issues that are taking place (around 4-5 incidents a day) as well as managing ongoing problems. This role will work with other teams to investigate issues and get resolutions. Some examples of the escalated issues this role with support include network offline, POS offline, Bluescreens or IT equipment issues, power failures. The ideal candidate will be dependable, require minimal supervision, be proactive in their approach, have a variety of technical skills that will enable them to take a board view of the technical landscape, and have a can-do and figure it out mentality.
The ideal candidate is a Senior Field Technician who also understands technical incident management (working with other teams to drive resolution). They will do technical troubleshooting and then escalate if they cannot resolve.
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Technical understanding (POS, payment systems, Networking, Windows O365 operating systems)
Problem Solving mentality
Ability to work independently with minimal supervision
Ability to stay focused since airports can be a distracting environment
Ability to facilitate and drive resolutions
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.