Responsibilities
- Act as the subject matter expert for POS-related network and hardware components, including routers, Wi-Fi, LAN, printers, connectivity performance, and stability issues.
- Analyze and resolve complex network and hardware incidents through remote support, or onsite involvement when necessary, serving as escalation support for Customer Support and After-Sales teams.
- Design, document, and maintain network and hardware standards, installation guidelines, and troubleshooting procedures for onsite teams and sales to follow consistently.
- Work closely with Customer Support, Sales, Operations, Business Development, and Procurement teams to align technical requirements, supported hardware models, and support processes.
- Create technical documentation, playbooks, and internal knowledge materials to improve diagnosis accuracy and support capability across teams.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related technical field, or equivalent practical experience.
- 2–4 years of experience in technical support, IT support, or a related technical role.
- Familiar with IT systems, network, and hardware fundamentals, including IP configuration, DHCP settings, router configuration, and remote troubleshooting.
- Comfortable working with case-based support workflows, including investigation, resolution, and follow-up.
- Ability to analyze issues using logs, system data, screenshots, and user-reported information.
- Clear communication skills, able to explain technical issues and solutions to non-technical stakeholders.
- Strong ownership mindset, detail-oriented, and able to document and share solutions effectively.
Nice to Have
- Background in IT, system support, or network-related work is a plus.
- Experience with POS systems, merchant platforms, restaurants, or retail/store environments is a plus.
