View Job Description - IT Field Technician

FTS Support Technician

Are you curious about solving complex business challenges for a leading convenience retailer? Do you have a passion for cross functional collaboration? Then you may be the perfect addition to our team!

Cumberland Farms is a member of the EG America family of brands. EG America is one of the fastest-growing convenience store retailers in the United States, committed to becoming America's #1 'one-stop' destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500+ locations across the United States employing over 18,000 team members. You can find us operating under the following store banners: Certified Oil, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.

We are looking for a technically skilled candidate with good problem-solving ability for the position of FTS Support Technician. The duties of an FTS Support Technician include being a reference point for all IT related queries at store level, responding to store's needs in a timely manner and ensuring the optimal running of all systems, among other technical duties. Additionally, the FTS Support technician will participate in IT projects to upgrade physical technology and secure the environment. Monitor and manage network equipment to maintain both WIFI and network access within the store environment.

Responsibilities:

1. Providing support to stores in multiple states and responding in a timely manner

2. Accessing ticketing system and provide status updates to resolve tickets within service level agreements

3. Utilize existing technical, computer and electrical knowledge to successfully troubleshoot hardware problems to include, but not limited to installation, upgrading, maintenance, cleaning, and replacement of point of sale, desktop computers, fuel controllers, electronic payment controllers, Digital Media Boards, and telephone equipment.

4. Install and maintain inhouse wiring of both power and network cabling to keep clean and manageable wiring system within the store

5. Maintain routers, modems, and access points to ensure proper network settings and availability.

6. Use remote access software to assist Helpdesk personnel to troubleshoot the root cause of the issues and provide a timely resolution.

7. Maintain inventory in vans and at office location to provide accountability and access to all equipment. This includes keeping serviceable assets as well as performing RMAs to vendors.

8. Manage administrative duties such as reporting company mileage, credit card expenses, processing RMAs for equipment on company truck

Working Relationships:

The FTS Support Technician will be embedded in a team of FTS Techs supporting a territory of convenience stores. The team works together to communicate common goals and to cover off hours, holidays, and weekends. Additionally, the FTS Support Technician will interact with external vendors to provide onsite support outside of covered territories. Team Members must maintain a professional and trustworthy relationship with store personnel to foster an open and accurate accountability as it pertains to store operations and procedures.

Requirements:

Minimum Education: High School: GED and some technology certification or coursework completed.

Preferred Education: Associate's degree or Technology Program Certificate

Minimum Experience: 2+ years' experience in role relating to computer networks and systems maintenance.

Preferred Experience: Experience with NCR Radiant, NCR StorePoint Retalix, Verifone, Gilbarco, Wayne, and PDI systems a plus.

Licenses/Certifications: Comptia A+, Network

Soft Skills:

• The ideal candidate has excellent written and verbal communications skills.
• Must be able to interact with the IT and store communities to solve physical hardware issues inside a convenience store environment while making independent decisions for resolution.
• Must participate in the coordination or technology materials to complete project objectives.

Other Requirements:

Travel: Ability to travel independently 50-75%. Must have clean driving record.

Hours & Conditions: First Shift (Hourly-Non-Exempt) After hours and late nights are required on occasion or rotational basis.

Physical Requirements: Ability to maneuver and regularly lift and or move up to 50-75 pounds. Must be able to climb ladders.

Additional Info: At EG America, it's important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.