Sr. Technical Support Specialist

Sr. Technical Application Support Specialist – POS Systems

About the Role

We are seeking a skilled Technical Application Support Specialist to join our team. In this role, you will provide expert-level support for Point of Sale (POS) systems, ensuring seamless operations for our clients. You will troubleshoot technical issues, maintain system performance, and serve as a key point of contact for escalated support requests.

Key Responsibilities

• Provide first and second-level technical support for POS applications and related systems
• Diagnose and resolve software, hardware, and network issues affecting POS operations
• Write and execute SQL queries to troubleshoot data issues, generate reports, and support system maintenance
• Troubleshoot network connectivity issues including LAN/WAN, TCP/IP, DNS, DHCP, and firewall configurations
• Perform Windows OS troubleshooting, including system errors, application crashes, and performance issues
• Configure, troubleshoot, and maintain network printers and shared printing environments
• Document technical issues, resolutions, and knowledge base articles for future reference
• Communicate effectively with clients to understand issues, provide updates, and deliver solutions
• Participate in on-call rotation to provide 24/7 support as needed

Required Qualifications

• Proven experience in technical application support, with POS systems
• Strong proficiency in SQL (writing queries, troubleshooting database issues)
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, subnetting, firewalls)
• Hands-on experience with Windows OS troubleshooting
• Experience configuring and troubleshooting network printers and shared printing environments
• Excellent verbal and written communication skills in English
• Strong analytical and problem-solving abilities
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Experience with hospitality or retail POS platforms
• Familiarity with remote support tools and ticketing systems

Preferred Qualifications (not required but good to have)

• Knowledge of RESTful APIs and web services (troubleshooting, testing with tools like Postman)
• Understanding of Windows services (starting, stopping, configuring, and troubleshooting)
• ITIL Foundation certification or familiarity with ITIL practices
• CompTIA A+, Network+, or similar certifications