Field Tech II

Overview

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Field Technician to join our team.

Our Field Technicians will be assigned to support a designated customer within a specified geographic area. As a Level II Technician, you will act as the primary point of contact for customers on technical and service-related issues. You will troubleshoot, install, manage cabling, and collaborate with other Level II Technicians or Lead Technicians to resolve problems accurately and efficiently. Proficiency in configuring hardware and completing necessary application setups is essential, along with obtaining customer confirmation that the issue has been resolved. Success in this role depends on meeting Service Level Agreements (SLAs) and documenting outcomes in ServiceNow upon completion.

This position is in the Buffalo, NY area

Responsibilities

• Troubleshooting and Support.
• Diagnose and resolve technical issues related to POS systems, networking, internet connectivity, and other restaurant-specific software (e.g., online ordering platforms, kitchen display systems, etc.).
• Install, configure, and maintain hardware (computers, servers, peripherals) and software.
• Provide technical assistance to restaurant staff, both in person, regarding hardware, software, and system usage.
• Cable Management & Repair Experience.
• Diagnosing why a device isn\'t connecting to the network, which may involve checking if cables are properly plugged in at both ends and if network equipment is powered on and functioning.
• Swapping out damaged or outdated cables, such as upgrading from older Cat5 to newer Cat6 or Cat7 cables, to ensure optimal performance.
• Re-doing the connections at the ends of cables to ensure proper wiring according to standards.
• Using cable testers to identify faults, discontinuities, and assess the overall quality of cables.
• Implementing basic cable management : Organizing cables using trays, raceways, or ties to prevent damage and improve airflow.
• Assess and maintain the restaurant's network infrastructure, including routers, switches, and internet connectivity, to ensure optimal performance and security.
• Track and manage IT assets, including hardware, software licenses, and inventory levels.
• Maintain records of support requests, troubleshooting steps, and system configurations.
• Train staff on new technologies, create and maintain documentation for system usage, and contribute to knowledge base articles.
• Manage and maintain the restaurant's POS system, including database management, personnel updates, and vendor / product integration.
• Assist with managing inventory systems, including adding new items and tracking stock levels.
• Experience deploying assets as part of past rollout upgrade projects.
• Independently order and track parts to meet contractual SLA's.
• Schedule and perform quarterly maintenance events according to Customer guidelines - must be willing to provide support starting at 10 : 00PM for a duration of 2-4 hrs.

Skills & Qualifications

Wage Range

The hourly rate for this position is between $18.34 - $26.90 per hour. Factors which may affect starting pay within this range may include geography / market, skills, education, experience and other qualifications of the successful candidate.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements : medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA / HSA pre-tax benefits.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Equal Employment Opportunity

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law. CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

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