Technical Support Associate Jobs in Maple Heights, OH

Position Description

Retail POS Solution Support Engineer (L2 Support Engineer)

Department: Information Technology - FLSA Classification: Non-Exempt - Employment Type: Full-Time

Position Summary

The Retail POS Solution Support Engineer (L2 Support Engineer) is responsible for providing Level 2 technical support, administration, troubleshooting, and maintenance of enterprise Retail Point of Sale (POS) environments across retail, restaurant, and fuel locations. The role supports Retalix POS, NCR Aloha POS, Verifone payment solutions, back-office retail applications, and integrated store technologies to ensure maximum system availability and uninterrupted business operations. The engineer will diagnose application, payment, inventory, and hardware-related issues, coordinate with cross-functional teams, perform system administration, and support software deployments while maintaining high service standards and SLA compliance.

Essential Functions and Responsibilities

POS Application & Retail Systems Support

·         Provide Level 2 support for Retalix POS, NCR Aloha POS, Back Office Systems (BOS), and retail applications.

·         Troubleshoot issues related to sales transactions, pricing, promotions, discounts, inventory, menu configurations, and store operations.

·         Resolve transaction failures, synchronization issues, payment processing errors, and End-of-Day (EOD) processing issues.

·         Support inventory management, product configuration, price books, fuel management, and store controller applications.

·         Investigate recurring incidents, perform root cause analysis, and implement corrective actions.

Payment Systems Support

·         Support Verifone payment terminals, pin pads, payment peripherals, and payment gateway integrations.

·         Troubleshoot authorization failures, settlement discrepancies, payment connectivity issues, and terminal configuration problems.

·         Coordinate with payment processors, vendors, OEMs, and acquiring banks for issue resolution.

·         Support software upgrades, compliance updates, certifications, and break-fix activities for payment devices.

·         Validate communication between payment terminals, POS systems, and backend payment platforms.

Store Technology Support

·         Support POS terminals, barcode scanners, receipt printers, kitchen display systems (KDS), kiosks, payment devices, and store controllers.

·         Troubleshoot hardware, software, and network-related issues affecting retail operations.

·         Support fuel pump integration systems and retail store network connectivity.

·         Diagnose interface issues between POS applications, payment devices, controllers, and back-office systems.

·         Assist with software installations, upgrades, patches, and lifecycle management activities.

System Administration & Monitoring

·         Configure and maintain POS applications, user accounts, and store system settings.

·         Perform application health checks and proactive monitoring.

·         Support software deployments, upgrades, patches, and configuration changes.

·         Validate system interfaces and ensure application availability.

·         Participate in major incident management, bridge calls, and production support activities.

Documentation & Continuous Improvement

·         Create and maintain SOPs, troubleshooting guides, and knowledge base articles.

·         Document incidents, resolutions, and technical procedures.

·         Conduct knowledge transfer sessions for L1 support teams.

·         Identify automation opportunities and recommend process improvements.

·         Improve remote resolution capabilities to reduce field support dependency.

Collaboration & Service Delivery

·         Coordinate with Service Desk (L1), Infrastructure, Network, Database, Security, and Vendor teams.

·         Ensure timely incident resolution while meeting SLA requirements.

·         Maintain professional communication with business users, store personnel, vendors, and stakeholders.

·         Support project implementations, technology rollouts, and application enhancements.

Minimum Qualifications

Education

·         Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.

Experience

·         Minimum of 2 years of experience supporting Retail POS environments, Restaurant Technology, Payment Systems, or Enterprise Retail Applications.

·         Experience providing Level 2 technical support in production environments.

·         Experience troubleshooting POS software, payment systems, and retail applications.

·         Experience working with ITSM/ticketing tools such as ServiceNow.

Preferred Certifications

·         CompTIA A+

·         ITIL Foundation

·         Microsoft Certifications

·         NCR Aloha or Verifone certifications (preferred but not mandatory)

Required Technical Skills

Retail Applications

·         Retalix POS Suite

·         Retalix Back Office System (BOS)

·         Retail Store Controller Applications

·         Inventory Management Systems

·         Fuel Management Systems

POS & Restaurant Technologies

·         NCR Aloha POS

·         POS Terminals

·         Kitchen Display Systems (KDS)

·         Back of House (BOH) Systems

·         Self-Service Kiosks

·         Barcode Scanners

·         Receipt Printers

Payment Technologies

·         Verifone Payment Terminals

·         Ingenico Payment Devices

·         Electronic Payment Processing

·         Card Acquiring & Settlement

·         Payment Gateway Integration

·         Loyalty & Gift Card Systems

·         PCI DSS Compliance

Infrastructure & Networking

·         Windows Operating Systems

·         Basic Network Troubleshooting

·         TCP/IP

·         DNS

·         DHCP

·         VPN Connectivity

·         Store Networks

·         Store Controllers

IT Service Management

·         ServiceNow

·         Incident Management

·         Problem Management

·         Change Management

·         Root Cause Analysis

·         SLA Management

Documentation & Reporting

·         SOP Creation

·         Knowledge Base Articles

·         Technical Documentation

·         Process Improvement

·         Service Delivery Support

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve