Field Support Technician, Davao del Sur

Job description:

Job Summary

Field Technical Support is responsible for providing on-site technical support, corrective and preventive maintenance within the assigned area. This role ensures continuous operations by resolving issues related to POS systems, network connectivity, modems, kiosks, and other Apollo deployed IT equipment. The position requires daily field travel via motorcycle to perform rapid troubleshooting, incident resolution, and coordination with internal teams and service providers.

Specific Duties and Responsibilities

On-Site Technical Support

• Perform daily field visits to assigned establishments.
• Diagnose and resolve POS hardware and software issues to minimize establishment downtime.
• Troubleshoot modems, routers, switches, and network infrastructure of an establishment.
• Restore and maintain primary and secondary internet links from two different service providers.
• Handle kiosk system concerns, including connectivity, application errors, and peripheral devices.

Incident Response & Resolution

• Respond to service tickets and urgent technical escalations within SLA.
• Conduct root cause analysis and implement corrective actions during onsite visits.
• Provide immediate workaround solutions for critical store operations.

Preventive Maintenance

• Perform routine system health checks for POS, network devices, and kiosks.
• Ensure proper cable management, power stability, and equipment functionality.
• Validate modem signal strength and link performance.

Coordination & Escalation

Coordinate with:

• a) Network and systems support teams
• b) Internet service providers (for link outages and intermittent connectivity)
• c) Store operations for issue validation and resolution confirmation
• Escalate unresolved or recurring incidents with complete technical findings.

Documentation & Reporting

Submit daily field service reports including:

• Issues encountered
• Actions taken Resolution status
• Parts replaced (if any)
• Update ticketing systems/apps with accurate troubleshooting steps and closure notes.
• Maintain an inventory of tools, spare parts, and company-issued equipment.

Customer & Store Support

• Assist establishment personnel with basic technical guidance and system usage.
• Ensure minimal business disruption during troubleshooting activities.
• Provide status updates to stakeholders for transparency and tracking.

Compliance & Safety

• Follow company IT standards, security policies, and operational procedures.
• Ensure safe motorcycle operation and proper handling of IT equipment during field travel.

Qualifications & Skills

Work Experience

• At least 2 years of experience in all field IT work
• Preferably with background in the modem, routers, POS and kiosk

Educational Background

• Graduate with bachelors degree in IT or related course

Other Knowledge and Skills Requirements

• Honest, hard-working, flexible and a team player
• Able to drive a motorcycle and has an active drivers license
• Capacity to apply discretion and maintain a high level of confidentiality when handling sensitive information

Work set up:

• Field-based role covering multiple stores in the assigned area
• Daily travel using a company or personal motorcycle