Field Support Specialist

Job description:

Job Summary

Provide onsite field support for retail technology environments, including installation, troubleshooting, maintenance, and break-fix services for PCs, POS systems, printers, network devices, and related equipment. Support customer locations while meeting SLA and operational requirements.

Key Responsibilities

• Install, configure, maintain, and troubleshoot IT devices and retail equipment.
• Perform IMACD activities (Install, Move, Add, Change, Dispose).
• Provide onsite and remote technical support for hardware, software, OS, and network issues.
• Support store openings, deployments, upgrades, and technology rollouts.
• Perform break-fix repairs, device replacements, imaging, and reconfiguration.
• Maintain asset records, CMDB updates, and ServiceNow ticket documentation.
• Conduct security and compliance checks on customer-facing devices and infrastructure.
• Coordinate with vendors, OEMs, and third-party service providers for warranty and repair support.
• Participate in on-call support and regional backup coverage.
• Safely operate and maintain company-issued vehicle and equipment.

Required Qualifications

• Bachelor's degree in IT or equivalent experience.
• 3+ years of desktop/PC hardware and software support experience.
• 1+ year of retail field support experience.
• Experience supporting POS systems, receipt printers, scanners, tablets, SCO systems, and network devices.
• Strong troubleshooting, customer service, and communication skills.
• Willingness to travel extensively within assigned territory.
• Valid driver's license with a clean driving record.

Technical Skills

• Windows OS
• Desktop & Laptop Support
• Hardware Break-Fix
• Network Troubleshooting
• POS & Retail Technology Support
• ServiceNow
• Microsoft 365
• Asset & Configuration Management

Certifications

Required: CompTIA A+

Preferred: CCNA, Microsoft Certifications (MCP/MCSA/MCSE)

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation.