Retail Technical Support Solutions jobs

TECHNICAL SUPPORT ENGINEER

Location: Dublin, Ireland
Working Arrangement: Dublin, Ireland (Hybrid with potential client site visits)
Reports to: Technical Support Manager

About the Role

We are looking for a Technical Support Engineer to join our growing team and provide technical support to customers and internal teams.

The role involves diagnosing and resolving a wide range of technical issues across EPOS systems, Android devices, hardware, software, networking, connectivity and business applications.

You will work directly with customers, internal teams and third-party suppliers to understand technical problems, identify solutions and ensure issues are resolved effectively. The role will include both remote and hands-on support, including customer site visits when required.

We are looking for someone who is technically curious, practical and customer-focused, with a structured approach to troubleshooting and problem solving.

Key Responsibilities

Technical Support

• Provide technical support to customers and internal teams across hardware, software and systems.
• Investigate and resolve technical issues affecting customer environments.
• Troubleshoot EPOS systems, Android devices, peripherals and related applications.
• Diagnose connectivity, configuration and software issues.
• Analyse system information, logs and error messages to identify the cause of problems.
• Provide clear and practical solutions to technical issues.
• Escalate issues to the appropriate internal team or third-party supplier when required.
• Follow up on outstanding technical issues to ensure they are resolved within agreed timescales.

EPOS & Device Support

• Support EPOS systems used across customer sites.
• Troubleshoot Android-based devices and applications.
• Support printers, payment devices, scanners, screens and other connected peripherals.
• Diagnose hardware, software and configuration issues.
• Assist with installation, configuration and testing of equipment where required.
• Support customers with technical setup and system changes.

Networking & Connectivity

• Troubleshoot basic to intermediate networking and connectivity issues.
• Work with TCP/IP, DNS, DHCP, Wi-Fi and VPN-related issues.
• Diagnose connectivity between EPOS devices, peripherals and network infrastructure.
• Work with customer IT teams and network providers where required.
• Assist with configuration and troubleshooting of routers, switches, firewalls and other network equipment.

Customer & Field Support

• Communicate directly with customers to understand and resolve technical problems.
• Provide remote technical assistance through phone, email and remote-support tools.
• Conduct customer site visits when hands-on technical support is required.
• Install, configure, test and troubleshoot equipment at customer locations.
• Maintain a professional and customer-focused approach at all times.
• Keep customers informed throughout the resolution process.

Documentation & Continuous Improvement

• Record technical issues, troubleshooting steps and resolutions accurately.
• Maintain and contribute to technical documentation and knowledge-base articles.
• Identify recurring technical issues and highlight opportunities for improvement.
• Share knowledge and solutions with colleagues.
• Work with Product, Engineering, Development and Operations teams to resolve technical issues and improve the customer experience.

Essential Skills & Experience

• Previous experience in Technical Support, IT Support, Systems Support or a similar technical role.
• Experience troubleshooting hardware and software issues.
• Experience supporting EPOS/POS systems or similar business-critical technology.
• Experience supporting Android devices and applications.
• Good understanding of computer hardware, operating systems and peripherals.
• Good understanding of basic networking concepts, including TCP/IP, DNS and DHCP.
• Experience using remote-support and troubleshooting tools.
• Ability to analyse logs, error messages and system information.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently while knowing when to seek assistance.
• Good written and verbal communication skills.
• Strong customer-service mindset.
• Willingness to travel to customer sites when required.

Highly Desirable

• Experience working with EPOS systems in hospitality, restaurants, retail or multi-site environments.
• Experience supporting payment terminals and payment-related hardware.
• Experience with SQL databases or basic SQL troubleshooting.
• Familiarity with Windows and Linux environments.
• Familiarity with cloud-based applications or services.
• Experience with scripting or automation, such as PowerShell or Bash.
• Experience working with monitoring or remote-management platforms.
• ITIL, Microsoft, CompTIA, Cisco, Azure or AWS certifications.

Personal Attributes

We are looking for someone who is:

• Technically curious and enjoys solving problems.
• Methodical in their approach to troubleshooting.
• Customer-focused and professional.
• Comfortable dealing with customers directly.
• Able to explain technical issues in simple, understandable language.
• Proactive in identifying and resolving problems.
• Comfortable working in a fast-paced environment.
• A strong team player who is willing to share knowledge.
• Flexible and willing to provide hands-on support when required.

What Success Looks Like

Within your first 3–6 months, you will:

• Become confident supporting the company's EPOS, Android and related technology.
• Independently resolve a broad range of customer technical issues.
• Build strong relationships with customers and internal teams.
• Develop a strong understanding of the company's products and technical environment.
• Contribute to reducing recurring technical issues.
• Maintain accurate technical documentation and support records.
• Provide reliable and professional technical support to customers.

Benefits

• 33 days annual leave (including public holidays)
• Option to purchase up to 5 additional days annual leave
• Pension scheme
• Birthday leave
• Hybrid working model
• International exposure across multiple markets
• Opportunity to work with large-scale hospitality and EPOS technology deployments
• Significant autonomy and influence within a growing technology business

Pay: €35,000.00-€45,000.00 per year

Ability to commute/relocate:

• Dublin, County Dublin: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Which EPOS systems have you supported, and what was your level of involvement?
• Describe the most technically challenging issue you have resolved in your career.

Work authorisation:

• Ireland (required)

Location:

• Dublin, County Dublin (required)

Work Location: Hybrid remote in Dublin, County Dublin