Position Summary:
We are seeking a highly skilled Level-2 Tech Support professional with a strong technical IT background and a comprehensive understanding of Windows, networking, and business processes related to Point of Sale (POS) systems. The ideal candidate will have experience in a challenging support environment and demonstrate fluency in English with excellent communication skills. This role requires a flexible 40-hour work week, including weekends, and a strong technical motivation to learn and grow within the field.
Job Details:
- Work from home
- Training and Work Schedule:
- Week 1: Tuesday, Wednesday, Thursday, and Friday (7AM to 4PM). Sat-Sun (RD). Monday (7AM to 4PM)
- Week 2: Tuesday, Wednesday, Thursday (6PM to 12AM). Friday (RD). Saturday (8AM to 8PM). Sunday (9AM to 7PM). Monday (RD)
- Week 3: Tuesday, Wednesday, Thursday, and Friday (7AM to 4PM). Sat-Sun (RD). Monday (7AM to 4PM)
- Week 4: Tuesday, Wednesday, Thursday (6PM to 12AM). Friday (RD). Saturday (8AM to 8PM). Sunday (9AM to 7PM). Monday (RD)
Responsibilities:
- Provide Level-2 technical support for our client’s systems, ensuring prompt and effective resolution of customer issues.
- Troubleshoot and resolve technical problems related to Windows operating systems, networking, and POS business processes including end-of-day balancing, stocktaking, and bank EFTPOS & accounting integrations.
- Write and maintain scripts for task automation to improve efficiency and service delivery.
- Manage and troubleshoot databases at a core level, specifically SQL and Firebird.
- Offer support and guidance on WAN infrastructure and VPN configurations.
- Participate in system upgrades and database troubleshooting, ensuring minimal downtime and disruption to services.
- Maintain clear and effective communication with customers and team members, documenting issues and solutions thoroughly.
- Supervise and manage support service teams when required, ensuring high standards of service and support.
- Continuously seek to improve technical skills and knowledge through training and practical experience.
Qualifications:
- Extensive knowledge and experience with WAN infrastructure and VPNs.
- Proficiency in scripting for task automation.
- Strong database management skills, particularly with SQL and Firebird.
- High level of IT capability, with a history of managing or supervising support services teams.
- Experience working in a challenging support environment, specifically with POS systems.
- Fluent English speaking with excellent communication skills.
- Flexible to work a 40-hour week, including weekends.
- Demonstrated technical motivation and desire to grow skills, particularly in systems upgrades and database troubleshooting.