Field Service and Support Technician

Job Description

Job Description

Overview

As a Field Support Technician with Passport Technology, you will play a crucial role in ensuring the optimal performance and functionality of our technology solutions. Your responsibilities will include providing technical support, troubleshooting hardware and software issues, and maintaining strong client relationships. The Field Support Technician will work directly with clients to address their needs and contribute to the overall success of our products.

DUTIES AND RESPONSIBILITIES

General Duties:

• Provide on-site technical support to our customers, troubleshooting hardware and software issues related to our products.
• Install, configure, and maintain our hardware and software products, ensuring they meet quality and performance standards.
• Conduct regular preventative maintenance and updates to keep equipment running smoothly and efficiently.
• Diagnose and resolve technical problems, utilizing both remote assistance tools and on-site visits as necessary.
• Document technical issues, solutions, and procedures in Company ticketing system for future reference and knowledge sharing.
• Train casino personnel on the proper use and maintenance of our products.
• Communicate effectively with clients, providing clear explanations of technical concepts and solutions.
• Collaborate with internal teams, including engineering and product development, to relay customer feedback and contribute to product improvement.
• Maintain accurate records of service calls, repairs, and client interactions within Company’s ticketing system.

QUALIFICATIONS AND EXPERIENCE

• Proven experience (3+ years) as a Field Support Technician or similar role, with experience in servicing hardware and software.
• Knowledge of payment, loyalty, technology, hardware, and software systems.
• Strong troubleshooting skills, with the ability to diagnose and resolve technical issues effectively.
• Excellent communication and interpersonal skills to interact with both technical and non-technical stakeholders.
• Customer-focused approach with a strong commitment to client satisfaction.
• Ability to work independently and adapt to changing environments and priorities.
• Familiarity with remote assistance tools and basic networking concepts.

CERTIFICATES AND/OR LICENSES REQUIREMENTS

• Valid Driver’s License

PHYSICAL REQUIREMENTS

• This role involves frequent travel to casino locations to provide on-site technical support.
• Physical ability to lift and move equipment as needed for installations and repairs.
• Ability to lift 60 lbs.