What are the responsibilities and job description for the POS Support position at Expert Technical Solutions?
POS Support Engineer
This is a Permanent opportunity offering competitive salary, excellent benefits, and growth opportunities!
The POS Support Engineer serves as the escalation point for the most complex technical issues affecting restaurant POS and payment systems. This role requires advanced troubleshooting across POS software, Windows operating systems, networking, payment processing, and peripheral devices. POS Support Engineers take ownership of aged or unresolved incidents, perform deep diagnostic analysis to determine root cause, and guide technicians toward effective resolution.
Duties and Responsibilities:
- Serve as escalation point for complex support issues unresolved by RST and AST technicians.
- Analyze multi-layer technical issues involving POS software, payment processing, Windows systems, networking, and peripherals.
- Take ownership of aged tickets and drive resolution.
- Perform root cause analysis to identify underlying issues rather than treating symptoms.
- Design and execute diagnostic strategies to isolate failures across terminals, servers, and network infrastructure.
- Diagnose issues affecting POS terminals, servers, printers, and payment devices.
- Troubleshoot payment gateway connectivity and transactions failures.
- Investigate logs, services, and application behavior to identify faults.
- Coordinate with vendors or payment processors when deeper integration issues arise.
- Troubleshoot Windows OS issues impacting POS system stability.
- Diagnose network issues involving DNS, DHCP, routing and firewalls.
- Utilize diagnostic tools such as log analysis, connectivity testing, and monitoring utilities.
- Ensure all system updates and patches are properly deployed and tested.
Required Skills:
- Advanced troubleshooting of POS systems and payment environments
- Experience supporting restaurant POS environments
- Strong Windows operating system knowledge
- Understanding of networking fundamentals (DNS, DHCP, routing, firewalls, VLANs)
- Experience diagnosing intermittent connectivity and transaction failures
- Strong analytical and root-cause problem solving
- Excellent communication and documentation skills
- Experience in providing excellent customer service
Salary : $55,000 - $65,000