Key Duties and Responsibilities

• Provide second and third-line technical support for EPOS systems, including software, terminals, printers, card machines, and associated hardware.
• Respond to technical queries raised by clients, distributors, and internal users in a timely and professional manner.
• Diagnose and resolve software faults, hardware failures, and connectivity issues affecting EPOS terminals and back-office integrations.
• Perform EPOS database analysis, including reviewing transactional data, identifying inconsistencies, and supporting data integrity efforts.
• Install, configure, and upgrade EPOS software, drivers, firmware, and operating systems on both local and cloud-based platforms.
• Manage system access, configure user roles and permissions, and ensure appropriate security measures are maintained.
• Maintain accurate records of support tickets, actions taken, and resolutions achieved using our internal support system.
• Identify recurring issues and recommend process or system improvements to reduce downtime and improve client satisfaction.
• Escalate unresolved or complex issues to senior technical staff or development teams with clear documentation and context.
• Participate in product testing, documentation, and training sessions as required for new software rollouts or system upgrades.