Job Summary: POS System Admin helps implementing new products, updates and technologies. It is also a part of the testing, support, maintenance and administration of new software builds. System administrators also update the POS and back-office menus for end users. Responsibilities: Updates POS and back-office menus as requested. Applies requested changes to printers and video routing. Verifies that all proper troubleshooting steps are completed for each specific case and provides feedback to system administrators when the proper steps are not taken. Collaborates with the training team on best practices and changes to training materials. Adds and updates content to the knowledgebase regularly to ensure that information is handy for all support staff. POS troubleshooting. Operating system support: installation, upgrades, patching, backup and recovery. Network connectivity troubleshooting: routers, modems, OS firewall configuration and troubleshooting, port forwarding and routing, etc. Updates or creates Knowledge Base Articles to ensure procedures for the service desk are correct. Acts as a link between support and development teams, communicating issues and resolutions in both ways. Performs Incident and Request Queue Management for Focus Brands and assigns the tickets as appropriate. Properly escalates unresolved queries to the next level of support. Walks customers through a problem-solving process. Follows up with customers. Utilizes excellent customer service skills and exceeds customers' expectations. Ensures proper case recording, documentation, and closure. Recommends procedure modifications or improvements. Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users. Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s). Skills and Experience: Personal Competencies: Commitment to job quality: Capability to work with a sense of urgency, take decisions and achieve the company's goals with performance results. Ethics: Work under moral values and good customs and professional practices, and respect all the policies and procedures of the organization. Innovation and creativity: Ability to think of new and different solutions to issues or situations faced in the role. Teamwork: Capacity to collaborate with others, be part of a group, and work with other company areas to achieve the organization's business strategy. Decision making: Capability to analyze different variants and options, considering all the circumstances, resources available, and the impact on the business, to select the best option for the business. Adaptability/Flexibility: Being able to comprehend and appreciate different points of view and adapt to different circumstances quickly and efficiently in diverse situations. Quality and Continuous Improvement: Optimize resources (people, materials, processes, etc.) and add value to the operation through original ideas or solutions. Analytic thinking: Ability to comprehend a situation, identify all its parts and organize it systematically, determine interrelations, and establish priorities to work on. Technical knowledge: Capacity to acquire, maintain updated and demonstrate all the knowledge and specific experiences that are required for this position. Effective communication: Capability to listen and understand others, to transmit clearly and consistently information required to achieve organizational objectives. Academic Requirements: B2+ English Language (Oral and writing). Bachelor's degree from a High School or Technical High School (Preferred). Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library) is highly desired. Experience: 2 or more years of technical support experience in POS related roles. Experience configuring POS systems. Proven experience troubleshooting operating system issues that have a direct impact on the correct and desired operation of the POS. Ability to provide recommendations to clients based on analysis of current hardware specifications of required upgrades that will improve the efficiency of the POS. Strong understanding of the direct impact and dependency on the correct functioning of the POS software and hardware on the day-to-day functioning of businesses and suggests best practices that will ensure a smooth operation for the end user. #J-18808-Ljbffr