General Duties
·Provides support for multiple SOFTWARE applications, databases, and overall systems, either remotely (primarily) or on-site (secondarily). Repairs hardware (thirdly), either on-site or in-shop, and occasionally installs hardware according to plans and connect units with cables and connectors. Performs network terminations for new installations.
·Performs minor programming changes. .
·Disassembles components to replace, clean, adjust or repair parts, wires, switches, or subassemblies.
·Operates and tests equipment to ensure elimination of malfunction.
·Repairs cables, helps lay out plans for new equipment, and estimates material required.
·Maintains equipment and analyzes malfunctions with oscilloscopes, computers, and meter line testers to locate, diagnose, and ascertain repairs needed
·Promotes the sale of systems, service, supplies, and support plans.
·Works with minimal supervision and is able to handle at least 80% of all situations on their own, without phone help.
Special Skills
·Communication and Customer Service. You must possess or cultivate the ability or skill to maintain appropriate communication with the client. You will come in contact with many types of personalities - some easy going and a pleasure to work with, some anything but easy to work with. In most instances the client will be experiencing a certain level of frustration: their system may have been inoperable at their busiest time of day and even the most congenial person will be impatient under those circumstances. You must have the ability to defuse this volatile situation and impress upon the client that our company is professional and truly cares about the smooth operation of their business. In other words, make the client feel that they are number one with us.
·An outgoing, strong "people-person" personality.
·Ability to diagnose and support over the phone.
·Knowledge of hand tools as well as bench and field electronic test equipment is necessary.
·Mechanical aptitude, with logical and analytical faculties, and a grasp of technical methods.
·Typing skills of 35+ wpm.
·Professional business-like appearance a must.
Requirements Needed to Perform
·Ability to simultaneously restore the system to full operation within a minimal amount of downtime and maintain the good rapport with the client.
·Knowledge in PC hardware, Networking, TCP/IP, and Windows 2000/XP.
Physical Requirements
·In excellent health.
·Able to carry medium to heavy weight equipment (approx. to 40+ lbs.). Sometimes will need to physically transport and/or maneuver several pieces of equipment simultaneously. Occasionally will need to carry this equipment several blocks, depending on the proximity of available parking, to the location of the support call.
·Able to sometimes drive longer distances, as a few field sites are up to 200 miles away.
·Able to position through small opening to install communication connectors.
·Requires a valid driver's license with good driving record, with insurance requirements as specified in employee handbook.
·Company car provided to Senior Technicians with On-Call status.
Mental Requirements
·Able to completely concentrate on the job at hand, even when placed in a very distracting environment.
·Sharp and alert at all times, logical and quick thinking.
Availability to Work what Hours
·Available for normal working hours of 8:15am to 5:15pm, Monday through Friday.
·Available for On-Call hours (around the clock) and Saturday hours of 9:00am to 5:00 pm, on a rotating schedule of approximately every fourth to sixth week, when Senior On-Call status achieved.
·Available as the Back-Up to the On-Call technician on a rotating schedule of approximately every fourth or fifth week.
·Rotating schedule of holiday hours.
·Hours listed are "normal" and sometimes require work beyond those periods.
Training Needed
·At least two years of prior appropriate technical (basic and advanced) training, with several years of practical, on the job experience, ideally in software support.
·An on-going training program in technological advancements and new products that have entered the market. Training never ends but will be progressive, just as technology is.
·Windows 2000/XP, Networks, TCP/IP, with some UNIX helpful.
Knowledge Needed
·Understanding of our multiple (a minimum of five) Software Applications to render full software support. This demand will continue to increase as hardware continues to be more reliable and software more sophisticated.
·Experience with a wide range of Restaurant and Retail businesses for superior performance. It is often required to understand the nature of the business to adapt logical analysis to the problem at hand. Since hardware and software fit the narrow vertical market of POS, judgments as to the needs and uses of a POS system are required daily.
·Knowledge of the various operating systems, including Windows 2000, XP, and 2003 Server is very important, and MCP status for one of the three is ideal. Some UNIX support is still needed.
·Knowledge of Electronics and circuitry is beneficial, including concepts and theory. You must have an understanding of the elements, functions and inter-dependence of all parts of the systems that we support to perform hardware repair at a high level.
·Knowledge of the geographical area for a 200-mile radius of the St. Louis area.
·A+ and Network+ Certification are desirable and eventually required.
Entry Level Period
·Required period for virtually all individuals, prior to Senior On-Call status. Period focuses on the training needed to obtain the knowledge to support our multiple Software Applications and gain experience with a wide range of Restaurant and Retail business applications. Must also learn the responsibilities of the Part & Logistics Manager and the Support Center Advisor.
·Responsibilities include shipping, receiving, supplies, building and staging of new systems, testing and repair of components.
·Performs tasks requested by the Parts & Logistics Manager.
·Highly organized, detail oriented, and able to handle multiple tasks simultaneously.
·Able to work evenings and weekends as training and business demand dictates.
·Knowledge in PC hardware, Networking, TCP/IP, and Windows 2000/XP are requirements. Must have a basic knowledge of electronics, be mechanically inclined, have a working understanding of computers, be able to meet quick deadlines and handle pressure.
·As training and knowledge is obtained to an acceptable level, advancement to a Senior On-Call status is considered.
·Requires a valid driver's license with good driving record, with insurance requirements as specified in employee handbook.
What is different about working at DCRS
·Sales & Software Installation staff receive a cash bonus for letters of satisfaction received for new systems purchased and installed
·Customer Satisfaction Letters are framed and displayed.
·Support Technicians receive a cash bonus for reports of high levels of customer satisfaction for support calls
·Support Technician with highest level of satisfaction is recognized quarterly on Customer Satisfaction Plaque.
·All employees entered in quarterly drawing for a "Thanks, you made my day" awards, to encourage peer and interdepartmental teamwork and cooperation.
·Premium Parking to the Problem Solver of the Week. Cash Bonus to the Problem Solver of the Year
·Casual professional dress environment
·Opportunity for growth and advancement in Technical fields through our educational incentive program
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