Support Technician

TL;DR

Support Technician (Retail POS): Act as the first point of contact for technical support queries via phone and email, diagnosing and resolving hardware, software, and network issues in retail POS systems. Focus on logging and managing support tickets, ensuring SLA compliance, and taking ownership of issues through to resolution.

Location: Milton Keynes, United Kingdom (onsite)

Company

UK’s leading independent reseller of Cegid Retail omnichannel POS solutions for fashion and specialty retail, providing system design, configuration, hardware procurement, installation, and ongoing support.

What you will do

• Act as the first point of contact for technical support queries via phone and email
• Diagnose and resolve hardware, software, and network issues
• Log and manage support tickets, capturing all key information
• Take ownership of issues through to resolution, keeping customers updated
• Escalate complex issues to internal teams with clear handovers
• Monitor SLAs, manage risks, and identify recurring issues for root cause analysis
• Participate in on-call rota (1 in 3 weeks evenings, 1 in 6 weekends)

Requirements

• Excellent written and verbal communication skills
• Strong problem-solving ability
• Ability to work independently and under pressure
• Experience with Microsoft OS and Office applications
• Awareness of the retail environment
• Experience in a helpdesk or IT support environment advantageous

Culture & Benefits

• 37.5 scheduled weekly hours
• Fast-paced, customer-facing role with emphasis on service excellence
• Part of Jonas Software, supporting over 60,000 customers globally