Years of Experience: 2 - 5 years of International Technical Support Experience
Key Responsibilities
Provide technical support for Android and iOS POS systems, including payment devices such as EMV, NFC card readers, and PIN pads
Troubleshoot POS software, hardware, and peripheral devices
Diagnose and resolve retail network issues (LAN, WAN, TCP/IP, VPNs, Firewalls)
Handle payment transaction, settlement, and connectivity issues
Perform device provisioning, configuration, and MDM management
Provide remote troubleshooting support to field devices
Analyze system logs and escalated incidents to identify root cause
Document troubleshooting steps and maintain knowledge base articles
Collaborate with Level 1, Level 2, Level 3 teams and external vendors
Ensure issues are resolved within defined SLA timelines
Maintain clear and professional communication with clients throughout the issue resolution process
Requirements
Required Technical Skills
Knowledge of POS systems and payment processing workflows
Understanding of EMV, NFC, card payment devices
Networking basics: LAN/WAN, TCP/IP, VPN, Firewalls
Experience with Android & iOS device support
Log analysis and troubleshooting skills
Familiarity with MDM tools and remote support tools
Soft Skills & Other Requirements
Good communication skills (verbal & written)
Strong interpersonal and customer-handling skills
Problem-solving and analytical mindset
Ability to work in a fast-paced support environment
Flexible to work in rotational shifts, including night shifts
Team player with strong coordination skills
