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# Helpdesk - Tier 2 Technical Customer Support Engineer

- **Company:** FEP PAY
- **Location:** Hardwicke, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** 4G (Telecommunication), CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Payment Systems, Failover, Subnetting, Virtual Private Networks (VPN), Name Server, Network Monitoring, Paessler Router Traffic Grapher, TCP/IP, Virtual Local Area Networks, Wireless Access Point, Wi-Fi Technology, Network Routers, Firewalls (Computer Science), Zendesk
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=05575c6cfba9ee0d

## About the Role

* At least 2 years' 2nd line support experience in payments, EPOS, retail or hospitality technology.
 * Working knowledge across the technical areas below, particularly terminals, networking, Wi-Fi, 4G routers and payment flows:
 * PAX / Android terminals: advanced diagnosis and configuration, including apps, permissions, logs and connectivity
 * TMS: provision, configure and diagnose terminal estates
 * EPOS: install, configure and troubleshoot
 * TCP/IP, DHCP and DNS: strong working knowledge of subnets, gateways, IP leases and name resolution
 * Wi-Fi: SSID, band, channel, RSSI, interference and access point diagnosis
 * Routers and 4G/5G: configure and diagnose, including SIM, APN, signal and failover
 * VLANs, firewalls and VPN: understand and identify potential configuration issues
 * Payment flows: understand the full transaction lifecycle, from POS to issuer
 * Experience using Zendesk (or an equivalent platform) to manage tickets across all channels.
 * A methodical approach to isolating faults and reading logs.
 * Excellent communication, with the ability to explain technical issues to non-technical users and write clear escalation notes.
 * Ability to work unsupervised and stay calm under pressure in live environments.

Desirable

 * Experience of TMS platforms.
 * Experience with network monitoring tools, e.g. PRTG.
 * Experience with connectivity and cellular routers, and VPNs.
 * Experience working with acquirers or gateways such as Elavon, Worldpay or Visa Acceptance.
 * Experience in live events, stadiums or other high-density venues.
 * CompTIA A+, CompTIA Network+, CCNA or similar (or working towards one).

## Description

You will change documented configuration, administer equipment remotely, interrogate logs and reproduce faults. Engineering-level changes, such as firewall redesign, application defects or upstream acquirer issues, are escalated to 3rd line with clear evidence.

Hours:

 * Shift-based, office-based role covering 5 days out of 7, between 8:00am and 10:00pm.
 * Weekend working and long days will be required at times in line with the events calendar, with occasional on-site support at event venues across the UK., * Own escalated payment, EPOS and connectivity issues through to resolution or evidenced escalation.
 * Diagnose and configure payment terminals, Android devices, TMS estates and EPOS systems.
 * Diagnose Wi-Fi, network and 4G/5G router issues in high-density venues.
 * Interpret transaction outcomes and response codes, distinguishing declines from communication failures and timeouts.
 * Escalate engineering-level issues to 3rd line or vendors with logs and clear findings.
 * Provide remote support to merchants and occasional on-site support at events.
 * Log all work accurately in Zendesk, meet SLA targets and keep customers informed.
 * Support first line, maintain knowledge base articles and suggest improvements based on recurring issues.
 * Undertake any other duties reasonably required for the smooth running of the business.