Field Tech

Title IT Field Technician Classification Non Exempt Reports to IT Customer Support and Operations ManagerPosition Summary The IT Field Technician provides onsite technical support to Vallarta Supermarkets store locations specializing in Point of Sale POS systems computer hardware and store technology infrastructure This role requires a self starter with strong technical troubleshooting skills excellent customer service and the ability to work in a fast paced retail environment Technicians perform hardware replacements preventative maintenance vendor coordination PCI compliance inspections and warranty exchanges The position requires extensive travel within the assigned area flexible work hours and maintaining a small inventory of IT equipment and parts The goal of this role is to deliver reliable high quality service that supports store operations and upholds Vallarta Supermarkets core valuesESSENTIAL JOB FUNCTIONSDUTIES AND RESPONSIBILITIESOnsite Technical SupportProvide onsite service and customer support during field visits or dispatchesInstall repair and maintain store technology systems and equipmentTroubleshoot POS systems Encor & Aloha networking issues telephony PBXVOIP virtual servers scales printers workstations and other store devicesDiagnose technical problems and determine appropriate solutionsComplete detailed service reports for all onsite workHardware Replacement & Warranty CoordinationPerform hardware replacements for POS terminals printers pin pads scanners network devices phones scales and other equipmentIdentify equipment under warranty and coordinate RMA processes with vendorsTrack warranty exchanges and install replacement hardware upon arrivalMaintain accurate inventory of assigned equipment and replacement partsPreventative MaintenancePerform scheduled preventive maintenance on store systems and equipmentConduct inspections after vendors complete preventive maintenance to ensure work meets company standardsDocument deficiencies and escalatCompliance & InspectionsPerform PCI pinpad inspections including serial verification tamper checks and compliance documentationEnsure all pinpads meet PCI security requirements and report any irregularities immediatelyEscalation & Vendor CoordinationEscalate issues requiring data line replacement camera access requiring lifts or specialized vendor supportCoordinate with the Field Tech Lead and Helpdesk to ensure proper routing of issuesCommunicate clearly and professionally with store teams vendors and internal IT staffDocumentation & ReportingDocument all work performed including troubleshooting steps findings parts used and resolution detailsMaintain accurate logs for mileage expenses and inventorySubmit monthly mileage and expense reports for work related travel and suppliesCustomer ServiceBuild positive relationships with store teams and provide clear professional communicationUnderstand customer needs and provide appropriate recommendations or briefingsRepresent the IT department with professionalism and courtesy at all timesTravel & Vehicle UseDrive personal vehicles to store locations as requiredMaintain safe and reliable transportationProvide valid drivers license and proof of auto insuranceTrack mileage for all work related travel and submit monthly for reimbursementKnowledge and SkillsStrong troubleshooting skills across hardware software and networking Ability to test repair and service technical equipment Ability to meet customer service level agreements SLAs Strong communication skills with both technical and non technical users Ability to coordinate issues with the correct internal or external teams Ability to manage personal inventory and maintain proper stock levels Must be able to work flexible hours based on call volume and operational needsRequired Education and Experience13 years of IT support or field service experience Strong troubleshooting skills across hardware software and networking Basic understanding of POS systems PBXVOIP and virtual server environments Ability to use network diagnostic tools and software Valid drivers license and reliable personal vehicle Strong communication and customer service skills Ability to lift up to 60 lbs and work on ladders or lifts when required Certifications Scale Certification company paidA Certification preferred Additional POS or networking certifications are a plusPreferred ExperienceExperience with Encor Aloha or similar POS systems Experience with Hobart scale calibration Familiarity with PCI compliance requirements Previous retail or grocery store experiencePosition TypeExpected Hours of Work Monday Sunday flexible schedule must be able to work weekends and holidays as neededPhysical DemandsMust be able to lift up to 60 lbs always using the buddy system or proper lifting tools Standing walking bending and working in tight spaces Ability to work on ladders or elevated areas when requiredThis job description is not intended to be all inclusive and employees may perform other duties as directed All employees are expected to perform any reasonable task or request that is consistent with fulfilling company goals and objectives
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