First Line Support Analyst

• Provide first and second-line support for the company’s in-house POS application.
• Troubleshoot software issues, system errors, configuration problems, and user-reported incidents.
• Investigate application performance issues and system outages.
• Support software installations, upgrades, releases, and testing.
• Escalate bugs and enhancement requests to the Development Team.
• Maintain documentation, support procedures, and knowledge base articles.
• Assist with onboarding and training users on POS functionality.

Payment Processing Support

• Support integrations with multiple payment processors, gateways, acquiring banks, and card terminal providers.
• Investigate failed transactions, settlement discrepancies, refund issues, chargebacks, and transaction declines.
• Work directly with payment processors and merchants to identify and resolve payment-related issues.
• Analyse transaction logs and system reports to determine root causes.
• Monitor payment processing performance and escalate critical issues when required.
• Assist with testing new payment processor integrations and terminal deployments.
• Support PCI DSS compliance activities and security best practices.

IT Support Responsibilities

• Provide day-to-day IT support to internal users across multiple locations.
• Set up, configure, and maintain PCs, laptops, printers, mobile devices, and peripherals.
• Install, configure, and troubleshoot Windows operating systems and business applications.
• Manage user accounts, permissions, passwords, and access requests.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Troubleshoot network connectivity issues including Wi-Fi, VPN, and internet access.
• Assist with server, workstation, and endpoint maintenance.
• Support hardware replacements, repairs, and upgrades.
• Maintain IT asset registers and equipment inventories.
• Work with third-party IT suppliers and service providers.
• Assist with cybersecurity initiatives, software patching, antivirus management, and security awareness activities.

Incident & Service Management

• Log, track, and manage support tickets through to resolution.
• Ensure incidents are resolved within agreed service levels (SLAs).
• Communicate effectively with stakeholders regarding issue progress and resolution.
• Perform root cause analysis on recurring issues.
• Participate in on-call support and major incident management when required.

• Experience in a technical support or helpdesk environment.
• Strong troubleshooting and diagnostic skills.
• Experience supporting software applications.
• Knowledge of POS systems and retail technology.
• Understanding of payment card processing and payment gateways.
• Experience supporting Microsoft Windows environments.
• Microsoft 365 administration and support experience.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Excellent customer service and communication skills.
• Strong organisational and problem-solving abilities.

Desirable

• Experience with SQL databases and data analysis.
• Knowledge of REST APIs and system integrations.
• Experience with card terminals and payment devices.
• Understanding of PCI DSS requirements.
• Experience using ticketing systems such as Jira, Freshservice, Zendesk, or ServiceNow.
• Basic knowledge of Linux systems.
• Experience in retail, hospitality, or payment technology environments.
• ITIL Foundation certification.

Key Competencies

• Customer Focus
• Technical Problem Solving
• Communication and Relationship Building
• Attention to Detail
• Ownership and Accountability
• Time Management
• Teamwork and Collaboration
• Continuous Improvement