Job Description:

Maintain and support point of sale and back-office systems
Support new store openings, functionality enhancements and upgrades
Configure and maintain computers, POS peripherals, handheld terminals and networking equipment in retail stores
Provide first level support to customers’ requests
Perform diagnostics of customer issues
Resolve customer issues by troubleshooting over the phone with customer contacts
Refer customer issues to upper-level support when necessary
On-site diagnose, repair and upgrade hardware or software as necessary
Ensure accurate documentation of all calls handled
Perform follow-up call-backs with customers
Keep up-to-date on all Service Desk processes and troubleshooting procedures

University degree in Computer Science or equivalent
Minimum 2 years of helpdesk support experience is a must; support experience in POS systems will be a plus

Professional Know-How:
Fluent in English (both written and verbal)
Preferably MCSA (Microsoft Certified Solutions Associate) certified
Strong knowledge of Windows server/client operating systems, PC hardware and local area networking
Minimum entry-level knowledge of SQL Server

Specific Competencies:
Ability to work in a multinational/multicultural environment
Ability to fill multiple roles simultaneously
Able to travel frequently locally and abroad
Excellent troubleshooting skills
Excellent customer service and interpersonal skills
Team player and strong in communication