Main Job Responsibilities Store Systems (POS) Ownership Support, maintain, and optimise POS systems, payment platforms, and store technologyEnsure reliable transaction processing and minimal downtime across all locationsManage configurations, updates, patching, and deployments of POS systemsSupport pricing, promotions, product catalog, and system data integrityMaintain and troubleshoot POS hardware (registers, scanners, printers, payment devices)End-User Support & Service DeliveryProvide advanced technical support via phone, email, and ticketing systemsServe as an escalation point for complex technical issuesSupport a wide range of systems including endpoints, peripherals, POS hardware, and telephonyParticipate in on‑call rotation for after‑hours (24/7) and weekend supportDeliver excellent customer service to internal and external stakeholdersIncident, Problem, and Change ManagementManage and resolve incidents using ITSM tools and best practicesEngage and escalate incidents and problems to third‑party vendors as neededPerform root cause analysis and implement long‑term solutionsTrack and prioritise multiple incidents in a fast‑paced environmentDocument all work and maintain accurate ticket recordsSystems Integration & Application SupportSupport integrations between POS and enterprise systems (CRM, ERP, inventory, payment gateways)Collaborate across IT teams to deliver system enhancements and maintain application performanceEnsure consistency and accuracy of data across platformsVendor & Asset ManagementCoordinate with vendors, service providers, and payment processorsManage hardware lifecycle (inventory, repairs, replacement, disposal)Monitor vendor performance and escalate issues when necessaryTraining, Documentation & Knowledge ManagementTrain end users on systems, tools, and processesDevelop and maintain knowledge base articles and documentationMentor and guide junior team members and peersSecurity & ComplianceSupport PCI compliance and secure payment system operationsAdhere to organisational security policies and proceduresReport and respond to suspected security incidentsContinuous Improvement & Technical LeadershipIdentify trends and recommend system or process improvementsLead or contribute to technical initiatives and projectsResearch and recommend solutions to improve performance, reliability, and user experienceAct as a liaison between IT, internal business teams, and vendorsThis position works consistently at a light physical work level and may be asked to work on occasion at a medium or heavy physical work level when supporting stores or other off‑site events. Qualifications and Skills Required Qualifications High school diploma or equivalent required5+ years of experience in IT support, systems administration, or retail technology environmentsExperience supporting POS systems and retail technology environmentsStrong knowledge of: Payment processing systems and devicesComputer networking (LAN/Wi‑Fi, telephony, VoIP)Hardware troubleshooting and device managementWindows, Android, iOS and Mac OS endpointsExperience with mobile device management (MDM) platforms and systems (such as Microsoft Intune)Experience with template‑based configuration management of hardware endpoints including development and support of operating system imagesFamiliarity with database architecture and systems (such as Microsoft SQL Server)Experience with ITSM tools and ticketing systemsFamiliarity with ITIL practicesAdvanced troubleshooting and problem‑solving skillsStrong communication and interpersonal skillsAbility to prioritise and manage multiple tasks in a fast‑paced environmentStrong customer service orientationAbility to explain technical concepts to non‑technical usersValid driver's licence and ability to travel between locationsAbility to participate in a 7 day a week on‑call rotationAbility to lift 10–40lbs and perform physical tasks as requiredDesired Qualifications Experience with POS systems (e.g., NCR, LOC, ECRS)Experience in retail grocery or hospitality environmentsProven ability to engage with specialised technical teams (security, network infrastructure, application development) and communicate at an appropriate technical level.