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Open nowPosted 10 days ago

Tier 2 Technical Customer Support Engineer

Freemans Event Partners9 open roles

Where
FEP Pay HQ, United Kingdom
Work mode
On site
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Your applicationOpen nowTier 2 Technical Customer Support EngineerFreemans Event Partners · FEP Pay HQ, United Kingdom

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 10 days ago

The posting

Job description

As a Tier 2 Technical Customer Support Engineer, you will own the diagnosis and resolution of payment, EPOS and connectivity issues escalated from first line, proving exactly where a fault sits, from terminal and network through to gateway and acquirer. You will change documented configuration, administer equipment remotely, interrogate logs and reproduce faults. Engineering-level changes, such as firewall redesign, application defects or upstream acquirer issues, are escalated to 3rd line with clear evidence.

Hours: Shift-based, office-based role covering 5 days out of 7, between 8:00am and 10:00pm. Weekend working and long days will be required at times in line with the events calendar, with occasional on-site support at event venues across the UK.

Essential

  • At least 2 years' 2nd line support experience in payments, EPOS, retail or hospitality technology.
  • Working knowledge across the technical areas below, particularly terminals, networking, Wi-Fi, 4G routers and payment flows:PAX / Android terminals: advanced diagnosis and configuration, including apps, permissions, logs and connectivity TMS: provision, configure and diagnose terminal estates EPOS: install, configure and troubleshoot TCP/IP, DHCP and DNS: strong working knowledge of subnets, gateways, IP leases and name resolution Wi-Fi: SSID, band, channel, RSSI, interference and access point diagnosis Routers and 4G/5G: configure and diagnose, including SIM, APN, signal and failover VLANs, firewalls and VPN: understand and identify potential configuration issues Payment flows: understand the full transaction lifecycle, from POS to issuer
  • Experience using Zendesk (or an equivalent platform) to manage tickets across all channels.
  • A methodical approach to isolating faults and reading logs.
  • Excellent communication, with the ability to explain technical issues to non-technical users and write clear escalation notes.
  • Ability to work unsupervised and stay calm under pressure in live environments.

Desirable

  • Experience of TMS platforms.
  • Experience with network monitoring tools, e.g. PRTG.
  • Experience with connectivity and cellular routers, and VPNs.
  • Experience working with acquirers or gateways such as Elavon, Worldpay or Visa Acceptance.
  • Experience in live events, stadiums or other high-density venues.
  • CompTIA A+, CompTIA Network+, CCNA or similar (or working towards one).
  • Own escalated payment, EPOS and connectivity issues through to resolution or evidenced escalation.
  • Diagnose and configure payment terminals, Android devices, TMS estates and EPOS systems.
  • Diagnose Wi-Fi, network and 4G/5G router issues in high-density venues.
  • Interpret transaction outcomes and response codes, distinguishing declines from communication failures and timeouts.
  • Escalate engineering-level issues to 3rd line or vendors with logs and clear findings.
  • Provide remote support to merchants and occasional on-site support at events.
  • Log all work accurately in Zendesk, meet SLA targets and keep customers informed.
  • Support first line, maintain knowledge base articles and suggest improvements based on recurring issues.
  • Undertake any other duties reasonably required for the smooth running of the business.

Job benefits

  • Competitive salary, commensurate with experience.
  • Bonus scheme
  • 25 days’ annual leave plus bank holidays.
  • Pension scheme.
  • Access to FEP’s wider employee benefits programme.
  • A dynamic, fast-paced environment where you can make a genuine impact at some of the UK’s most exciting venues.
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