Technical Support Engineer

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

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