Job Description
Key Responsibilities
1. Onsite Support & Troubleshooting
- Provide onsite technical support during new installations and for escalated service issues.
- Diagnose and resolve common hardware faults (e.g., printer issues, power failures).
- Replace defective hardware components when required.
2. Hardware Installation & Setup
- Install and configure POS terminals, scanners, printers, cash drawers, kitchen displays, etc.
- Connect devices to networks and ensure correct physical setup.
- Validate hardware functionality before handover to clients or support teams.
3. Onsite Configuration & Testing
- Configure BIOS, network settings (e.g., static IPs), and display or printer parameters.
- Load POS software and assist with client-specific configurations under internal team guidance.
- Perform thorough testing of all systems to ensure go-live readiness.
4. After-Hours Deployment & Standby
- Carry out installations during evenings or weekends to reduce client downtime.
- Participate in a weekly standby rotation to handle urgent onsite or remote issues.
- Ensure all after-hours activities are properly documented and communicated.
5. Client Liaison & Go-Live Support
- Act as a professional representative of the company while onsite.
- Provide basic user orientation and support during go-live phases.
- Escalate client concerns and technical risks to internal project or support teams.
6. Documentation & Reporting
- Complete service checklists and installation reports accurately.
- Submit job notes, photos, and client sign-offs using mobile tools or internal systems.
- Flag follow-up actions or irregularities to the Installation Coordinator or Team Leader.
Additional Responsibilities
- Collect or return hardware from the office as required.
- Maintain tools, mobile devices, and company vehicle (if applicable).
- Participate in technical training or large-scale rollout projects.
Minimum Qualifications
- Grade 12 / Matric
- A+ and/or N+ certification (or equivalent technical experience)
Required Experience
- At least 1 year of IT hardware support or onsite installation experience
- Experience in POS, retail, or hospitality technology environments is preferred
Skills & Competencies
- Strong technical troubleshooting and problem-solving skills
- Basic networking knowledge (e.g., switches, routers, Ethernet, IP setup)
- Effective communication and client interaction abilities
- Able to work independently, particularly during after-hours periods
- Excellent time management and attention to detail
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