Technical Support Engineer

The Technical Support Engineer is responsible for installing, maintaining, troubleshooting, and supporting POS systems (hardware + software) for Retail and F&B clients. This role ensures smooth transaction operations and minimizes downtime.

1. Technical Support & Troubleshooting

• Diagnose and resolve issues with POS terminals, printers, scanners, cash drawers, and payment devices
• Troubleshoot POS software, OS (Windows/Linux/Android), and network connectivity issues
• Handle incidents via phone, email, remote tools, or on-site visits

1. Installation & Deployment

• Install and configure POS systems, peripherals, and applications
• Perform system upgrades, patches, and migrations
• Set up payment integrations (card terminals, e-wallets)

1. System Maintenance

• Conduct preventive maintenance and system health checks
• Monitor system performance and logs
• Ensure data backups and security protocols are followed

1. Customer Support & Training

• Provide technical guidance to store staff and clients
• Train users on POS operations and basic troubleshooting
• Maintain high customer satisfaction and SLA compliance

1. Documentation & Reporting

• Document issues, resolutions, and system configurations
• Maintain knowledge base articles and FAQs
• Escalate complex issues to higher-level support

1. Coordination

• Work with vendors, developers, and internal teams
• Support rollouts for new store openings or upgrades

• Bachelor’s degree in IT, Computer Engineering, Electronics, or related field (or equivalent experience)
• 1–3+ years in technical support, helpdesk, or POS-related roles
• Experience working with POS systems in Retail or F&B industry
• Familiarity with hardware: receipt printers, barcode scanners, payment terminals
• Understanding of networking (LAN/WAN, TCP/IP, routers, Wi-Fi)
• Experience with Windows/Linux/Android environments
• Experience with remote support tools and ticketing systems
• Strong problem-solving and analytical skills
• Good communication and customer service skills
• Ability to work under pressure and meet SLAs
• Detail-oriented and organized
• Willingness to travel for onsite deployments