Support Engineer

About the Role

The role involves providing technical support and maintaining POS hardware and related equipment, ensuring smooth operations

Responsibilities

• Install, upgrade, troubleshoot, and maintain POS hardware, networking components, and other related equipment.
• Provide technical support for POS hardware, low-voltage cabling, Ethernet, device drivers, and operating system installations (Windows 7/10/11 and related tools).
• Collaborate effectively with internal and external stakeholders, including EHD, third-party vendors, and teams.
• Monitor and manage the ServiceNow ticket queue, resolving issues within established SLAs.
• Support field technicians during the installation of new devices in stores, including POS systems, PIN pads, SPC servers, UPS units, security cameras, and other store IT equipment.
• Apply basic knowledge of cabling and low-voltage wiring.
• Demonstrate basic electrical knowledge (highly preferred).
• Adapt quickly to new tools, technologies, and equipment as required.
• Use Slack and Microsoft Teams effectively for communication and collaboration.
• Communicate with clarity and patience when interacting with store partners and technicians, demonstrating strong interpersonal skills and a proactive attitude.
• Work collaboratively within a team, communicating professionally in both verbal and written formats, and coordinating effectively with technicians, peers, staff, and leadership.
• Actively participate in special projects as assigned.

Qualifications

• 34 years of experience in a professional IT environment with hands-on technical work and demonstrated success in executing projects.
• Bachelors degree in Computer Science, Information Systems, Electrical/Computer Engineering, or equivalent professional experience.
• Strong timemanagement skills, passion for technology, and a desire to continuously learn and grow.
• Ability to actively listen, understand diverse perspectives, and collaborate effectively.
• Proactive, selfmotivated, and able to remain calm under pressure.
• Capable of managing multiple tasks and projects with strong attention to detail.
• Natural aptitude for learning and understanding various systems, hardware, and software tools.

Required Skills

• Technical support for POS hardware and related systems.
• Knowledge of low-voltage cabling and Ethernet.
• Experience with Windows operating systems.
• Strong communication and interpersonal skills.

Preferred Skills

• Basic electrical knowledge.
• Experience with ServiceNow ticketing system.
• Familiarity with Slack and Microsoft Teams.