Retail POS Application Support Engineer (L2)

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. 

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