SHI Phoenix, AZ 85067
**Job Summary**
SHI has an exciting opportunity as a Field Service Technician - Wakefern. This position requires daily travel to various customer sites and work in an on-call environment. The Field Service Technician - Wakefern can expect repair tickets to be assigned daily and complete the assigned work within the SLA (Service Level Agreement). Field Service Technicians are expected to maintain a 90% SLA, maintain accurate van inventory and vehicle maintenance as well as provide excellent customer service.
This position will report to the Manager of Operations and requires on-site support at Customer locations and travel to Customer stores in Northeast U.S.
**About Us**
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. **But the heartbeat of SHI is our employees – all 6,000 of them.** If you join our team, you’ll enjoy:
+ Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
+ Continuous professional growth and leadership opportunities.
+ Health, wellness, and financial benefits to offer peace of mind to you and your family.
+ World-class facilities and the technology you need to thrive – in our offices or yours.
**Responsibilities**
_Include but not limited to:_
+ Drive to customer sites
+ Troubleshoot and repair point-of-sale and IT related hardware in retail environment
+ Operate within call management system
+ Maintain parts inventory and company owned vehicle
+ Document assigned incidents with appropriate troubleshooting steps
+ Establish and maintain rapport with customer
+ Manage incoming calls from the main helpdesk
+ Call back the users within the SLA window
+ Troubleshoot the issue remotely
+ Work on IT projects as assigned
**Qualifications**
+ High School Diploma or GED
+ A+ Certification or equivalent industry experience
+ 2+ years’ experience in the IT Industry
+ 1+ year of Point of Sale hardware experience
+ Must pass a background check and have a valid drivers license
+ Previous experience in PC repair, POS, networking and mobile devices preferred
**Required Skills**
+ Ability to work independently in the field and in a team without constant supervision
+ Ability to follow and execute set processes and procedures
+ Must have excellent customer service skills
+ Must be able to work flexible schedules including on-call, nights, weekends, and holidays as scheduled
+ Ability to maintain Network and IT infrastructure
+ Strong problem solving, organizational and time management skills
+ Execellent communication skills
Preferred Skills:
• Knowledge of Ivanti (aka LANDesk)
• Knowledge of Windows 7, 8, 10, and 11
• Knowledge of Apple iOS
• Knowledge of Cisco Networking
• Knowledge of Windows Server 2016, 2019, and 2022
**Certifications Required**
+ A+ Certification must be maintained during employment
+ State(s) Weights and Measures certification (preferred)
**Unique Requirements**
+ Position requires 75% travel
+ Ability to lift 50 lbs.
**Additional Information**
+ The estimated annual pay range for this position is $35,000 - $55,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
+ Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
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**Job Locations** _US-Remote_
**Requisition ID** _2024-16950_
**Approved Min (Total Target Comp)** _USD $35,000.00/Yr._
**Approved Max (Total Target Comp)** _USD $55,000.00/Yr._
**Compensation Structure** _Flat Base_
**Category** _Information Technology_