ICT Support Engineer

Due to expansion, there is a vacancy for an experienced and skilled ICT Support Engineer to join their team.

• Provide technical support to customers and resellers in troubleshooting, diagnosing, and reporting issues to the R&D team. Technical support can be provided over the phone, through the helpdesk ticketing system and remote access software.
• Identifying potential high risk security vulnerabilities and applying corrective measures to ensure customer’s POS systems are securely protected.
• Newly released builds of Idealpos, and its associated applications require testing to ensure previous issues have been resolved. This requires updating of development tasks to include error logs, data backups and a detailed description and documented steps on the tests conducted and any errors that may still exist.
• Analysing of data kept within the SQL and Access databases, including applying scripts and database patches to be applied to correct incorrect or missing data.
• Comparing of database between POS Systems to determine data inconsistencies between the POS terminal network with data packets coming from the Idealpos Client communications application.
• Testing, identifying, and diagnosing technical issues with installation of POS Terminals, desktop computers, laptops, Tablet devices, Portal Data devices and POS peripherals including Customer Displays, Cash Drawers, Receipt Printers, Barcode Scanners, RFID Readers and Magnetic Card Readers.
• Creating new and update existing technical documentation on operational guides and manuals, solution articles and user stories for the R&D team.
• Research historical support tickets and internal knowledge articles to find similar issues to understand if the support issue has been previously reported and what similarities exist with the new incoming support requests.
• Recommending solutions and action plans to correct non-compliance with standards, procedures and quality control issues and activities.

• Bachelor's or higher degree in relevant field or +5 Years experience.
• At least 5 years or more experience in a similar role.
• Excellent problem-solving and analytical skills.
• Knowledge of relevant industry standards and regulations

Only eligible and shortlisted applicants will be contacted.