Technical Support Engineer

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

The role is to support our customers and 3rd party organisations integrate Ingenico payment solutions into their POS payment infrastructure through development, pilot and deployment stages. This will require having the requisite knowledge of Ingenico low level applications that control and manage API’s and payment applications (including EMV).

Your day-to-day responsibilities include:

• Investigate and resolve technical issues reported by customers/integrators
• Log and track the progress of each issue ensuring excellent communications with stakeholders
• Work closely with regional and Group R&D to offer quick solutions
• Lead customer support calls and meetings on technical issues and discussions
• Preparation and loading of terminal software packages
• Ensure loading tools are maintained to latest versions and standards
• Occasional customer site visits to support and participate in technical investigations
• Provide level 3 support for integration issues in production environment

Signs of success

• Manage support requests in line with SLA’s
• Deliver work on time and to a consistently high standard
• Provide high first time fix rate on all resolved investigations
• Maintain sound knowledge and understanding of Ingenico products and software architectures

Do you have experience in Time management?, * Microsoft Office skills required

• Technical support experience in S/W, IT or other technology industry
• Some software development experience i.e. C, C++, Java
• Ability to communicate ideas in both technical and layman’s terms
• Strong analytical and creative problem-solving skills
• Effective time management of workload related tasks
• Ability to work autonomously with little supervision

Skills we’d like:

• HND level in suitable engineering discipline or above
• Experience with C/C++, WinCE/Android Studio and WIN OS applications

Behaviour skills :

• Strong interpersonal skills
• Respectful and courteous towards others
• Positive “can-do” attitude
• Self-motivated and enthusiastic