About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees - all 7,000 of them. If you join our team, you'll enjoy:

Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

Continuous professional growth and leadership opportunities.

Health, wellness, and financial benefits to offer peace of mind to you and your family.

World-class facilities and the technology you need to thrive - in our offices or yours.

Job Summary

SHI International Corp. is seeking a highly motivated Field Service Technician to join our Modern Workplace Services (MWS) team. This role is responsible for delivering exceptional technical support and customer service within a fast-paced retail environment. The Field Service Technician will diagnose, repair, and maintain point-of-sale (POS) systems and IT hardware, ensuring uninterrupted customer operations. This position requires strong technical aptitude, professionalism, accurate documentation, and adherence to SHI standards for service quality and asset management.

This position is required to reside in the Southern NY state/Northern NJ and South-Western CT regions area to support business needs as determined by SHI management.?

Role Description

Accept and acknowledge all dispatched service calls within one hour of assignment.

Communicate proactively with customers regarding arrival times, service expectations, and completion timelines.

Troubleshoot, diagnose, repair, and replace POS and IT-related hardware across retail locations.

Complete all services within established Service Level Agreements (SLAs).

Utilize SHI's call management system in real time, ensuring accurate documentation of inventory, parts usage, and service notes.

Maintain and safeguard assigned parts inventory.

Operate and maintain company vehicle in compliance with SHI Driving Policy.

Build and maintain strong relationships with customers to ensure a positive service experience.

Collaborate with management, dispatch, peers, and support teams to resolve escalations and support coverage needs.

Assist with deployment projects and field initiatives as needed.

Stay current with evolving POS technology and industry best practices.

Obtain required certifications and licenses within mandated timeframes.

Behaviors and Competencies

Teamwork: Can understand the importance of teamwork and is developing the ability to contribute effectively to team efforts.

Self-Motivation: Can demonstrate a willingness to take on tasks and responsibilities independently when assigned.

Initiative: Can demonstrate a willingness to take on new tasks and responsibilities when assigned.

Time Management: Can understand the importance of time management and strives to prioritize tasks to meet deadlines.

Critical Thinking: Can understand and identify the strengths and weaknesses of an argument.

Problem-Solving: Can demonstrate a willingness to address and resolve problems when they arise.

Technical Expertise: Can understand the basic concepts in a technical area and seeks guidance when applying them.

Willingness to Learn: Can demonstrate interest in learning new things and seeks opportunities for personal and professional development.

Technical Troubleshooting: Can demonstrate a willingness to identify and address simple technical problems when they occur.

Organization: Can maintain a clean and organized workspace and follow simple organizational systems when assigned.

Multi-Tasking: Can demonstrate a willingness to take on multiple tasks and responsibilities when assigned.

Customer Service: Can provide responsive and courteous assistance to customers.

Skill Level Requirements

The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic

Proficient in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic

Ability to read and interpret technical instructions/manuals, troubleshooting guides, and manufacturer specifications - Basic

Understanding of operating systems, boot processes and troubleshooting (Dell, Apple, HP, Lenovo, Cisco, etc...) - Basic

Other Requirements

Completed Associate's Degree in computer science, IT, or a related field; certificate of completion from an accredited trade school in a related field; or relevant work experience required

Experience with installing, configuring, and troubleshooting IT Hardware

Experience in a similar role at a VAR or IT Services organization preferred

Experience with shipping software such as UPS, FedEx, DHL, etc.

Warranty Repair Certifications with an OEM (Apple, Dell, HP, Lenovo) preferred

Ability to lift and handle equipment weighing up to 75 lbs.

Ability to obtain a Weights & Measures license within 90 days of hire.

Willingness to obtain one of the following certifications within first 6 months of SHI employment:

Preferred:

Microsoft MCSE/MCSP

CompTIA A+ Vendor Certs:

HP

Dell

Lenovo

Apple

The base salary range for this position is $45,000 - $55,000. The estimated on-target earnings, or OTE, which includes a base salary, are $45,000 - $55,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and

flexible spending.

Equal Employment Opportunity - M/F/Disability/Protected Veteran Status