Onsite Technician – Level I is responsible for completion of onsite service calls including, but not limited to, fileservers, terminals, printers, power issues, networking issues and software issues as well as keeping in close communication with the Customer Service Manager Assistant. The Technician will open and close calls in eAutomate and must follow instructions for tracking progress, managing documents and documenting both billable and non-billable time.

It is anticipated that the Technician will spend 80%-90% of the work week doing out of office work. The remaining 10%-20% will be spent in the office completing calls.

A successful POS Onsite Technician - Level I must be able to complete a task the first time and utilize customer service skills to maintain a strong working relationship with customers.

POS Onsite Technician – Level I has fulfilled all the Radiant Certification requirements of Associate Tech Certification and Support Certifications. Employee is required to complete annual Radiant Maintenance certifications Technician must also adhere to all policies and procedures set forth by both the Implementation and Customer Service Departments.

Essential Duties and Responsibilities include the following while other duties may be assigned.

• Monitor incoming work orders via email & eAutomate
• Responds in a timely manner to calls dispatched by our Help Desk
• This includes contact to the client, providing an ETA
• The POS Onsite Technician – Level I performs both emergency and non-emergency corrective maintenance and repairs at clients’ businesses.
• Provides all field technical services to our clients as assigned.
• Call tracking, monitoring, and logging
• Field Technicians are responsible for accurately completing all paperwork (both electronic and physical) at the time that services are rendered. Complete and accurate notes and timelines are required for all cases.
  The POS Onsite Technician – Level I is also responsible for keeping up-to-date on current events and technology by paying attention to email broadcasts and alerts and by attending and contributing to scheduled team meetings.
• Manage client relationships at store level
• Maintains good client relations through thoroughness and quality of service. This includes making non-scheduled Courtesy Calls as well as performing scheduled and non-scheduled Preventative Maintenance. Field Technicians are to follow through on all fixes implemented in the field to ensure quality and to report additional issues or complaints noticed at the Store Level to management.
• Maintain a functional knowledge of the software products that our clients use
• Seek out and be willing to accept additional training as necessary
• Keep clients informed about training, network security, and other relevant topics
• Special projects as assigned
• Other job-related duties as assigned