Senior POS Activator

What you’ll Do:

• Network & Hardware Expertise: Act as the subject matter expert for POS-related network and hardware components, including routers, Wi-Fi, LAN, printers, connectivity performance, and stability issues.
• Technical Diagnosis & Support: Analyze and resolve complex network and hardware incidents through remote support, or onsite involvement when necessary, serving as escalation support for Customer Support and After-Sales teams.
• Standardization & Policy Definition: Design, document, and maintain network and hardware standards, installation guidelines, and troubleshooting procedures for onsite teams and sales to follow consistently.
• Cross-Functional Collaboration: Work closely with Customer Support, Sales, Operations, Business Development, and Procurement teams to align technical requirements, supported hardware models, and support processes.
• Documentation & Knowledge Sharing: Create technical documentation, playbooks, and internal knowledge materials to improve diagnosis accuracy and support capability across teams.
• Improvement & Problem Reduction: Identify recurring issues and root causes, then propose and implement improvements to reduce repeat cases, resolution lead time, and unnecessary onsite visits.

• Reporting & Insights: Track incoming cases, resolutions, and trends related to network and hardware issues, providing insights to support operational planning and continuous improvement.

• Problem-Solving Mindset: Demonstrate a strong ownership mindset with a genuine willingness to help, focusing on resolving issues end-to-end and identifying sustainable, long-term solutions rather than temporary fixes.

What you’ll Need:

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related technical field, or equivalent practical experience.
• 2–4 years of experience in technical support, IT support, or a related technical role.
• Background in IT, system support, or network-related work is a plus.
• Experience with POS systems, merchant platforms, restaurants, or retail/store environments is a plus.
• Familiar with IT systems, network, and hardware fundamentals, including IP configuration, DHCP settings, router configuration, and remote troubleshooting.
• Comfortable working with case-based support workflows, including investigation, resolution, and follow-up.
• Ability to analyze issues using logs, system data, screenshots, and user-reported information.
• Clear communication skills, able to explain technical issues and solutions to non-technical stakeholders.
• Strong ownership mindset, detail-oriented, and able to document and share solutions effectively.