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POS Support Technician

3 months ago

Toronto, Ontario, Canada MLSE Full time
Job Description

As a vital member of our Service and Delivery team, you will be responsible for ensuring that all parties and clients are supplied with ample information to ensure full transparency and exceptional customer service. Specifically, the technical responsibilities of the role will extend to our Point-Of-Sale (POS) environment, with a focus on implementation and maintenance across all MLSE properties. In addition, the candidate will be tasked with managing IT incidents reported by internal clients and vendors, providing initial support (including investigation and diagnosis of the issue), recording the incident, restoration of service where possible, and escalation of incidents as required. The role will require a candidate who is detail-orientated and familiar with Asset Management best practices.

  • Field incoming support requests from end users via telephone, e-mail & walk-ups, and logging these in the Incident Management System.
  • Understand Service Level Agreements (SLAs), associated with both our user community and vendors along with the impact of support issues to help determine the prioritization in relation to the other existing workload.
  • Effectively resolve problems or contribute to the escalation direction of an incident to the appropriate response group based on general knowledge of POS infrastructure.
  • Implement and maintain current POS systems (Oracle Micros, Silverware, QSR, Clover, Amazon, RFID self-service models)
  • Engage with our payment vendors (TD, Eigen, Chase, Moneris, Clover) to implement and maintain current services.
  • Ability to recognize trends and patterns in hopes of mitigating unnecessary risks.
  • Maintain and monitor IT incidents; ensuring that all service requests are comprehensive and complete.
  • Prepare and maintain operational documentation including Incident Management, Security Administration and Asset Management. Contribute technical content and departmental procedures to the ITSM knowledge base.
Qualifications

Note: Before reviewing the qualifications listed below, we want you to know that we understand you may not meet all the qualifications described and have other relevant expertise and experience. We invite you to please share this with us in the "Message to the Hiring Manager" section of our online application.

  • Minimum 3 years of technical working experience with a strong background in Windows 7 and 10, and mobile operating systems.
  • Working knowledge of POS systems (Oracle Micros, Silverware, Clover, Amazon, RFID self-service models) are considered an asset.
  • General setup/troubleshooting knowledge of iOS and Android operating systems.
  • A post-secondary Information Technology diploma or Computer Science Degree would be a definite asset.
  • Basic knowledge of network devices/topography (routers, firewalls, switches) and troubleshooting.
  • Knowledge of Cisco enterprise network products considered an asset.
  • Knowledge of Information Technology Infrastructure Library (ITIL) best practices.
  • Prior experience setting up and troubleshooting iOS and Android devices.
  • Exceptional written and verbal communication skills; ability to present ideas in user-friendly language; proven ability to listen, understand and communicate effectively; keen attention to detail; proven analytical and problem-solving abilities; active self-starter with a proven ability to take initiative and be proactive.
  • Exceptional organizational skills with the ability to prioritize and execute tasks in a dynamic and fast paced environment.
  • Availability to work evenings, weekends and holidays as required.
Additional Information

Apply by: June 11th, 2024

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

At MLSE, we are committed to building an equitable, diverse and inclusive organization.

We are an equal opportunity employer and we do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.