IT Field Technician

An IT Field Technician at Tri Star Energy provides support and maintenance for Point-Of-Sale (POS) systems, back office equipment, and network infrastructure across retail locations. They are responsible for troubleshooting technical issues, collaborating with other IT teams to develop solutions, and ensuring a seamless customer experience.

To qualify as an IT Field Technician at Tri Star Energy, candidates should have a high school diploma or G.E.D., preferably an Associate's degree in IT or a related field. Additionally, a minimum of 2 years of experience in desktop or helpdesk support and VeriFone VASC Commander/Topaz/Ruby 2 Certification is also required.

Tri Star Energy offers competitive compensation, affordable healthcare insurance, tuition reimbursement, and a host of benefits including 401K matching, employee discounts, and a community service initiative. These perks contribute to an encouraging workplace environment for IT Field Technicians and their families.

Tri Star Energy encourages continuous professional development. IT Field Technicians have opportunities to engage in training and mentoring programs, which can pave the way for career advancement within the company, including potential roles in management or specialized technical positions.

Tri Star Energy supports the growth of IT Field Technicians through tuition reimbursement and credentialing initiatives. The company believes in investing in its workforce to foster skill enhancement, which benefits both the employees and the company.

As an IT Field Technician at Tri Star Energy, you'll work primarily with VeriFone POS systems, back office PC hardware and software, and network equipment. You'll also provide support for third-party systems and fuel dispenser interfaces, ensuring all technical operations run smoothly.

While prior experience in retail is preferred for the IT Field Technician role at Tri Star Energy, it is not mandatory. Candidates with strong technical skills, especially in supporting POS systems, are also highly considered.

When troubleshooting POS systems, I first gather as much information as possible regarding the issue from employees. Then, I systematically check each component, from the software to hardware parts, and use logical reasoning to identify the root cause. This structured approach helps me resolve issues quickly while minimizing downtime.

I have hands-on experience with various VeriFone devices, including Ruby and Sapphire terminals. In my previous roles, I have successfully set up, configured, and maintained these devices, ensuring they operate efficiently. I'm also certified in VeriFone VASC Commander, which further enhances my capability in handling complex issues.

I believe in clear and concise documentation. I create checklists and step-by-step guides so that the support process is standardized, ensuring ease of training for new technicians and ensuring quick resolutions to recurring issues. Regularly updating documentation based on new findings is also essential.

Customer satisfaction is my priority. I ensure clear communication throughout the process, keeping the customer informed about what steps I'm taking. I also actively listen to their concerns and feedback to tailor the solution to their specific needs, which fosters trust and satisfaction.

I prioritize unresolved tickets based on urgency and impact. I typically follow up with assigned personnel, set clear target dates, and document progress. Staying organized with a ticketing system helps me track and manage outstanding issues effectively.

I advocate for continuous improvement in technical support processes. I propose regular reviews of previous cases to identify patterns, set KPIs for response times, and encourage team feedback on best practices. Emphasizing knowledge sharing among team members leads to more efficient solutions.

I support the training of new IT Field Technicians by creating training documentation and guides based on my experiences. Additionally, I conduct hands-on training sessions, showcasing how to tackle common issues while sharing troubleshooting tips to empower them for success.

One challenging issue involved a widespread network failure affecting multiple retail locations. I coordinated with the teams to diagnose the problem and escalated swiftly. Through persistent troubleshooting and collaboration, I identified a faulty router and facilitated a rapid replacement that restored service.

Effective time management is crucial for field support. I prioritize tasks based on urgency and geographical proximity. Creating daily schedules and using a ticketing system to track all service requests allows me to optimize my time and responsiveness while minimizing travel time.

An IT Field Technician should possess strong communication skills, empathy, and patience. Understanding the stress a technical issue can cause for customers allows me to handle situations thoughtfully. Building rapport and showing a genuine interest in resolving their issues is also critical in enhancing customer relations.