Installation Technician

Job Description Summary

Provides Merchant on-site Point of Service (POS) hardware troubleshooting, repair and / or replacement services as well as technical support and training for third party contractors. Provides operational support for all product roll-outs, upgrade projects and returns and liaise with the Call Centre & Logistics group ensuring device operation and inventory control when closing an On Site dispatch (call).

The Professional Services position will provide installation and support services for our expanding customer base across all of our verticals; specifically in the areas of Restaurants, Cafeterias, Grocery Stores, and other food service operations. In this role you will be required to develop an in-depth knowledge of our existing customer base, Genius processes, and hardware products.

• On-site implementation of Genius’s food service technology solutions
• Configure Genius solutions for installation, including item and menu building
• Provide USB peripheral installation and troubleshooting
• Install, configure, and test third party interfaces (POS, Merchant Gateways, etc.)
• Develop detailed product knowledge of the Genius product suite
• Diagnose hardware, software, and configuration issues
• Maintain and improve documentation related to installation and support procedures
• Provide remote training to Genius’s customers
• Interact with customers with a positive and encouraging attitude
• Provide occasional evening and weekend support Knowledge, Skills, and Abilities:
  Must be comfortable with assigning IP addresses, network troubleshooting and topology, VLANs, and subnets. May also need to terminate Ethernet cables and punch down cables.
• Must be able to review software logs and find issues and suggest user and administration experience improvements

• Proficiency in Microsoft Office Suite
• Experience with USB peripheral installation and troubleshooting
• Experience with remote access software and support
• Experience with networking (physical and logical)
• Experience with software QA
• Database experience and understanding
• Knowledge of graphic design and file formats
• Strong leadership, organizational and interpersonal skills
• Excellent written and verbal communication skills
• Ability to be resourceful and proactive in dealing with issues
• Exceptional work ethic, timely completion of tasks
• Great attitude and enthusiasm
• Excitement about our products

• Minimum 3 years IT experience
• Travel 75%-100% of each month
• U.S. citizen or permanent resident