Administrator (Support & Operations)

Job Summary

HCLTech Vehicle Management Fully responsible for the Safety and Maintenance of HCLTech issued VAN in adhering to HCLTech’ s policy and process Fully responsible for the safety of End Customer (“RBS”) IT Devices assigned to you to support RBS users/stores Load End customer (“RBS”) approved IT Devices in your HCLTech issued VAN and keep them safe Park HCLTech issued VAN in your Home in adhering to Local County/State Government rules and Guidelines Drive HCLTech provided VAN to work and keep it safe along with Constantly report to your Manager about the Vehicle Condition and get it repaired at designated locations directed by HCLTech Install, configure, and maintain Devices at RBS stores and other sites Perform onsite Device maintenance, updates, or configuration changes Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose) Provide technical support and setup during special events such as grocery store openings Provide onsite technical assistance for Devices in adherence to HCLTech agreed Service Levels (SLAs) to RBS Perform grand opening standby support Perform security sweeps, including validating the following items are compliant, and remediating as needed: All EFT Pin Pads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices. All EFT Pin Pads have privacy shields. If devices are missing please notify store manager to place order via Bunzl. All Ethernet Ports in common areas are secured with port blockers; Common areas include customer facing areas and open associate areas such as Deli, Produce, Bakery, Meat, etc. All Customer Facing PC USB Ports are secured with port blockers. All Open/Unlocked Kiosks are secured with port blockers. Validate that the EFT lock key is in the lock and secured to lanyard Travel to RBS Brand Sites/sites to restore functionality of failed Device including below, but not limited to, the following: Troubleshooting to repair or replace Exchange Reconfigure Ship parts to and from the RBS Location Perform remedial Support activities for Devices, when required. Such remedial Support activities include: Return the defective Device as to Normal Operations according to OEM standards or per RBS instructions Perform remote diagnostics with the Supported User Provide all necessary labor to repair or Restore Device to Normal Operations provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for Devices Conduct Parts & Sparing validation, including end-user profile updates, Device Parts & Sparing Tag check, model and serial number check, Location, etc.

Advise the Supported User:

Key Responsibilities

HCLTech Vehicle Management Fully responsible for the Safety and Maintenance of HCLTech issued VAN in adhering to HCLTech’ s policy and process Fully responsible for the safety of End Customer (“RBS”) IT Devices assigned to you to support RBS users/stores Load End customer (“RBS”) approved IT Devices in your HCLTech issued VAN and keep them safe Park HCLTech issued VAN in your Home in adhering to Local County/State Government rules and Guidelines Drive HCLTech provided VAN to work and keep it safe along with Constantly report to your Manager about the Vehicle Condition and get it repaired at designated locations directed by HCLTech Install, configure, and maintain Devices at RBS stores and other sites Perform onsite Device maintenance, updates, or configuration changes Perform single and bulk IMACDs (Install, Move, Add, Change, Dispose) Provide technical support and setup during special events such as grocery store openings Provide onsite technical assistance for Devices in adherence to HCLTech agreed Service Levels (SLAs) to RBS Perform grand opening standby support Perform security sweeps, including validating the following items are compliant, and remediating as needed: All EFT Pin Pads are secured with locks or security screws, no evidence of tamper, including any possible skimming devices. All EFT Pin Pads have privacy shields. If devices are missing please notify store manager to place order via Bunzl. All Ethernet Ports in common areas are secured with port blockers; Common areas include customer facing areas and open associate areas such as Deli, Produce, Bakery, Meat, etc. All Customer Facing PC USB Ports are secured with port blockers. All Open/Unlocked Kiosks are secured with port blockers. Validate that the EFT lock key is in the lock and secured to lanyard Travel to RBS Brand Sites/sites to restore functionality of failed Device including below, but not limited to, the following: Troubleshooting to repair or replace Exchange Reconfigure Ship parts to and from the RBS Location Perform remedial Support activities for Devices, when required. Such remedial Support activities include: Return the defective Device as to Normal Operations according to OEM standards or per RBS instructions Perform remote diagnostics with the Supported User Provide all necessary labor to repair or Restore Device to Normal Operations provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for Devices Conduct Parts & Sparing validation, including end-user profile updates, Device Parts & Sparing Tag check, model and serial number check, Location, etc.

Advise the Supported User:

Skill Requirements

• BS/BA in Information Technology, or an equivalent combination of education or experience

• 3+ Years of experience in PC Hardware and Software configuration support

• 1+ Years experience in Retails Field Support Operations Hardware Support

• Troubleshooting experience with various PCs, Network Devices and Retail Stores equipment/devices located in Retail Stores, Offices, Distribution Centers and Data Centers

• Ability to install , troubleshoot and assist team members for wide range of Devices applications in Retail Store environment

• Excellent customer service orientation and verbal communication skills

• Analytical thinking and Problem Solving ability

• Any Retail Store Experience is and added Preferred advantage

• Certifications

A+ Hardware (must)

• CCNA (preferred)

• Microsoft Certification such as MCP, MCSE, MCTS, etc. (any one)

• Tools

Service Now

• MS Office O365

• Various Retails Application and Tools

• Windows OS

• i Pad, Tablets, Smart Phone

• Willing to travel to various customer stores/location to meet ticket requirement

• Valid Driving License with Good Driving History (No ‘DUI’ Record)

• Experience with various Retails equipment, Devices, and diverse technical environments

• Excellent customer service orientation and verbal communication skills

• Experience supporting retail Devices (POS systems, receipt printers, scales, SCO lanes, etc.)

• Ability to install and troubleshoot a wide range of Devices applications

Analytical thinking and problem solving ability

Other Requirements

• BS/BA in Information Technology, or an equivalent combination of education or experience

• 3+ Years of experience in PC Hardware and Software configuration support

• 1+ Years experience in Retails Field Support Operations Hardware Support

• Troubleshooting experience with various PCs, Network Devices and Retail Stores equipment/devices located in Retail Stores, Offices, Distribution Centers and Data Centers

• Ability to install , troubleshoot and assist team members for wide range of Devices applications in Retail Store environment

• Excellent customer service orientation and verbal communication skills

• Analytical thinking and Problem Solving ability

• Any Retail Store Experience is and added Preferred advantage

• Certifications

A+ Hardware (must)

• CCNA (preferred)

• Microsoft Certification such as MCP, MCSE, MCTS, etc. (any one)

• Tools

Service Now

• MS Office O365

• Various Retails Application and Tools

• Windows OS

• i Pad, Tablets, Smart Phone

• Willing to travel to various customer stores/location to meet ticket requirement

• Valid Driving License with Good Driving History (No ‘DUI’ Record)

• Experience with various Retails equipment, Devices, and diverse technical environments

• Excellent customer service orientation and verbal communication skills

• Experience supporting retail Devices (POS systems, receipt printers, scales, SCO lanes, etc.)

• Ability to install and troubleshoot a wide range of Devices applications

Analytical thinking and problem solving ability