Job Title: ECR Field Technician

Purpose: Responsible for the on site set up of hardware for ECR deployments, customer on site training and on site replacement, repair and reconfiguration of existing customer hardware

Key Accountabilities: * On site set up of hardware such as ECR touchscreens, printers, scanners, cash drawers and payment devices. Includes connecting devices to power and network and configuring devices.

• Positioning, physical installation of devices and tidy and sensible cable management
• Accessing and configuring the network to facilitate functioning of network devices including IP printers, kitchen displays, handheld devices access points, switches and routers.
• Ensuring wireless network coverage is sufficient to support wireless devices like handheld ordering devices and planning and installing adequate access points when required
• Testing the completed set up in a comprehensive manner to ensure all device configuration and setup is working as intended
• Troubleshooting issues detected or reported by customers in a methodical manner to identify hardware issues or misconfigurations and rectifying them according to company best practices
• Training customers in hardware use by demonstrating the hardware and software and responding to customer questions
• Diagnosing hardware and configuration issues and putting a plan in place to resolve them
• Managing hardware deployments, configuration and issue resolution through our ticketing system
• Repairing or replacing damaged or non functioning hardware
• Liaise with offsite support in our shared services centre when needed for deployment or issue resolution
• Manage your time effectively and delivery results to the customer on time within agreed SLAs

Required Work Experience -

3 years\' experience preferably in a SAAS or technical role in software, Information Technology field.

Track record of meeting SLAs

Track record showing good technical fundamentals

Desirable Experience -

Degree, degree or other professional qualification in IT, Software, Engineering, Networking or similar area

Experience and knowledge of the ECR sector

Required Skills/Competency-

Fluent in Arabic and English [Note: English may be ok for UAE market]

Good fundamental knowledge of networking set up and configuration

Good general IT knowledge

Good time management and ability to manage a constant flow of support requests

Can demonstrate excellent problem solving skills

Can work in a fast paced environment and under pressure

Customer facing communication skills are essential

Data driven and comfortable working to KPIs

Self motivated with a drive to achieve and exceed support targets

Passion for new technology and software

Desirable Skills/Competency-

Drivers licence and own vehicle

Experience with ECR, POS devices and network printers a plus

Experience with support ticketing systems a plus

Flexible working hours including evenings or weekends

Geidea