Field Support Services – Technician

Device Maintenance Technician

Install, configure, and maintain devices at stores and other sites. Perform onsite device maintenance, updates, or configuration changes. Provide technical support and setup during special events such as grocery store openings. Provide onsite technical assistance for devices in adherence to HCLTech agreed service levels (SLAs). Perform grand opening standby support. Perform security sweeps, including validating the following items are compliant, and remediating as needed:

• All EFT Pin Pads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices.
• All EFT Pin Pads have privacy shields. If devices are missing please notify store manager to place order via Bunzl.
• All Ethernet ports in common areas are secured with port blockers; common areas include customer facing areas and open associate areas such as Deli, Produce, Bakery, Meat, etc.
• All customer facing PC USB ports are secured with port blockers.
• All open/unlocked kiosks are secured with port blockers.

Validate that the EFT lock key is in the lock and secured to lanyard. Travel to brand sites/sites to restore functionality of failed device including below, but not limited to, the following:

• Troubleshooting to repair or replace
• Reconfigure
• Ship parts to and from the location

Perform remedial support activities for devices, when required. Such remedial support activities include:

• Return the defective device as to normal operations according to OEM standards or per instructions
• Provide all necessary labor to repair or restore device to normal operations
• Provide all necessary support for the maintenance and repair of local backup and restore capabilities for devices
• Conduct parts & sparing validation, including end-user profile updates, device parts & sparing tag check, model and serial number check, location, etc.
• Advise the supported user, before a device maintenance request is complete, of the status of work being performed and provide future avoidance or maintenance tips to prevent additional problems
• Provide service personnel who are fully trained in direct support of their product on the devices they support

Update the CMDB and AMS with the correct device, logistics, and warranty information. Report to all deviations from the device management system and from policies that are discovered during incidents via a jointly developed communications process. Report to any non-standard hardware or software discovered. Conduct ongoing analysis of device maintenance and call history to track service trends. Conduct monthly device performance reviews and trend analysis.

Manage and act as single point of contact for service provider agents, device warranty providers, and other third party providers identified by.

Provide advanced notification to management of required OEM device upgrades or replacements. Provide shared users orientation on prevention of same problem, when applicable. Validate device management fields including end-user profile updates, device tag, make, model, serial number, location, etc., and update if necessary. Report to all deviations from the CMDB and AMS and from policies that are discovered during the on-location support.

Cabling standards – perform cabling and inside wiring work in adherence to cabling standards, that shall be provided to you by HCLTech from time to time. Break-fix maintenance field service responsibilities. In the event that you are notified of a fault, you shall:

• Provide in person, on-site support for completion of a repair
• Follow protocol for entering the applicable site for support, which may include providing credentials including incident number and authorizations
• Repair/replace faulty devices
• Replace devices (or parts thereof) with the same devices configuration as the part or piece of devices that is to be replaced
• Replace defective parts according to the applicable OEM’s recommendations
• Reload or update the appropriate devices software such as operating system (OS) and configurations as necessary to make devices available for remote configuration
• Label any device according to requirements regarding information to be captured on the label
• Affix a device tag to the replaced devices when provided to service provider’s engineer by
• Support documentation and documented repair closure activities as defined in the process and procedures manual
• After completing the repair/replacement and testing, remove any refuse such as boxes and wires and leave the communications room or work area as he/she found it. Also, you shall put the refuse in a designated site
• After the completion of the repair/replacement and testing, you shall complete the return merchandise authorization (“RMA”) process, including returning the defective item of devices to the OEM or other vendor as applicable