Job Description

• Install, configure, and maintain Devices at stores and other sites
• Perform onsite Device maintenance, updates, or configuration changes
• Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose)
• 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 PinPads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices.
• All EFT PinPads 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
• Exchange
• 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
• Perform remote diagnostics with the Supported User
• 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
• Break-Fix Maintenance Field Service Responsibilities . In the event that your 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 an 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. Als, you shall put the refuse in an 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.

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