Tier II Hardware Field Technician

Job Description

Job Description

Position Summary:

We are seeking an experienced Tier II Field Service Hardware Technician to provide onsite break/fix support for commercial customers throughout an assigned territory. This is a contractor position requiring daily travel to customer locations to diagnose, repair, and replace computer hardware and peripheral equipment.

The ideal candidate is self-motivated, dependable, and capable of independently managing service calls while delivering excellent customer service.

Responsibilities:

• Respond to dispatched service calls within established service level agreements (SLAs).
• Diagnose and repair desktops, laptops, workstations, servers, and peripheral devices onsite.
• Replace hardware components including hard drives, SSDs, memory, motherboards, power supplies, keyboards, displays, batteries, and cooling components.
• Troubleshoot Windows hardware and operating system issues.
• Configure BIOS settings, firmware updates, and hardware drivers as needed.
• Support printers, scanners, barcode scanners, POS systems, payment terminals, and network-connected devices.
• Perform equipment installations, de-installations, upgrades, and asset swaps.
• Document all work performed, parts used, and customer signatures through a mobile dispatch application.
• Maintain accurate inventory of service parts and return defective components according to company procedures.
• Communicate professionally with dispatch, project managers, and customers throughout the service process.
• Maintain a safe and organized work environment while representing the company professionally.

Required Qualifications:

• Minimum 3 years of field break/fix computer hardware experience.
• Strong troubleshooting skills for desktops, laptops, printers, and peripherals.
• Experience supporting Dell, HP, Lenovo, and other enterprise hardware.
• Working knowledge of Windows 10 and Windows 11.
• Basic networking knowledge including TCP/IP, DHCP, DNS, and Wi-Fi connectivity.
• Ability to read service documentation and follow manufacturer repair procedures.
• Excellent customer service and communication skills.
• Reliable transportation suitable for daily travel throughout the assigned territory.
• Valid driver's license with an acceptable driving record.
• Ability to lift up to 50 pounds and work under desks, in server rooms, and on ladders when necessary.

Preferred Qualifications:

• CompTIA A+ Certification
• CompTIA Network+
• OEM certifications (Dell, HP, Lenovo, Lexmark, etc.)
• Experience servicing retail, healthcare, financial, and industrial environments.
• Experience with POS systems, self-service kiosks, and payment devices.
• Familiarity with mobile ticketing and dispatch applications.

Contractor Requirements:

• Must maintain general liability insurance if required.
• Must provide reliable transportation.
• Must own basic computer repair tools.
• Smartphone required for dispatching and service documentation.
• Ability to pass background checks and drug screening if required by customer sites.

Travel:

• Daily local and regional travel within the assigned territory.
• Occasional overnight travel may be required for project work.
• Mileage reimbursement available in accordance with company policy.

Compensation:

• Competitive per-call or hourly contractor rates.
• Mileage reimbursement.
• Paid training for qualified technicians.
• Opportunities for project work and after-hours service calls.
• Consistent dispatch volume based on territory needs.

• Experience meeting 4-hour or next-business-day SLAs .
• Ability to manage 4-8 service calls per day , depending on territory.
• Familiarity with dispatch platforms such as ServiceNow, Field Nation, WorkMarket, or proprietary dispatch systems.
• Availability for rotating on-call or weekend coverage, if applicable.
• Experience with warranty repairs for OEMs such as Dell, HP, Lenovo, Lexmark, Epson, and Zebra.