EPOS & Hardware Client Support Specialist

DigiTickets; Llandarcy; Hybrid; GBP 27,000 - 32,000; Full time

Benefits offered by this job

25 days holiday pro rata

Time off in lieu

NEST pension

Discretionary bonus

Company events

Annual training budget

Job summary

DigiTickets is seeking an experienced EPOS Support professional to diagnose and resolve issues across our EPOS software and hardware for a range of clients in retail, hospitality and leisure. You’ll troubleshoot tills, printers, cash drawers and terminals, and you’ll support installations and go-lives with a hands-on, customer‑facing approach.

This hybrid role is based from our Swansea/Neath area and offers a structured rota with shifts across mornings and evenings.

Qualifications

• Hands-on experience with EPOS/till systems.
• Experience troubleshooting EPOS hardware or peripherals.
• Good understanding of basic networking and connectivity.
• Experience within retail, hospitality, food & beverage, leisure or similar environments.

Responsibilities

• Diagnose and resolve EPOS software and hardware issues.
• Troubleshoot tills, printers, cash drawers, scanners and payment terminals.
• Investigate networking and connectivity issues.
• Support customers by phone, ticket and remote connection.
• Take ownership of technical issues through to resolution.
• Work with wider technical teams on complex problems.
• Explain technical issues clearly to customers.

Skills

EPOS knowledge

Troubleshooting

Networking basics

Customer communication

Ownership of problems

Tools

EPOS hardware

ICR Touch

Job description

We’re looking for someone who really knows their way around EPOS technology.

You might already work for an EPOS provider, supporting systems such as ICR Touch, or you might be the person everyone turns to in a restaurant, bar, visitor attraction, leisure venue or retail business when the tills, printers, payment terminals or network aren't behaving.

This isn't just a generic customer support role. You'll diagnose problems, configure EPOS systems, troubleshoot hardware and networking issues, support installations and help our customers keep their businesses running.

Our EPOS Systems division specialises in technology for the retail and food & beverage sectors, so understanding how EPOS works in a busy, real-world environment is important. When a till goes down in the middle of a busy service, our customers need someone who understands the impact, can get to the root of the problem and takes ownership of getting it resolved.

As part of our Service Delivery team, you'll work directly with our customers, building relationships and becoming someone they can rely on. We're looking for someone who is organised, technically curious and comfortable juggling different priorities. But, above all, someone who enjoys solving problems and helping people.

At DigiTickets, great support isn't about simply answering a phone or closing a ticket. We take ownership, keep our customers informed and go the extra mile to get things sorted. That approach has been a big part of our growth, and we're looking for someone who wants to be part of it.

EPOS & Hardware Support

• Diagnose and resolve EPOS software and hardware issues.
• Troubleshoot tills, receipt/kitchen printers, cash drawers, scanners and payment terminals.
• Investigate networking and connectivity issues.
• Support customers by phone, ticket and remote connection.
• Take ownership of technical issues through to resolution.
• Work with wider technical teams on complex problems.
• Explain technical issues clearly to customers.

Configuration & Implementation

• Configure products, menus, pricing, stock and integrations.
• Prepare and configure EPOS hardware.
• Support remote and onsite installations.
• Install/configure PDQs and peripherals.
• Test systems before go-live.
• Train customers and their teams.
• Support customers through go-live.

We provide customer support from 08:00–20:00, seven days a week, with your 37.5-hour week worked across a structured rota of morning, late and occasional weekend shifts. Rotas are planned months in advance, giving you plenty of notice and consistency around your working pattern.

This is a hybrid role, with core weekday hours primarily based from our Swansea/Neath office. Once you've successfully completed your probation, evening and weekend shifts will be introduced and can be worked remotely, giving you greater flexibility around your rota.

What we offer

• £27,000–£32,000 depending on experience
• 25 days' holiday pro rata, plus Bank Holidays
• Time off in lieu for Bank Holidays worked
• NEST pension
• Discretionary company bonus
• Company and department events throughout the year
• Annual training budget to support your development

Ideally, you'll already have experience providing EPOS support or hands‑on hardware and software support. However, we're also open to hearing from people who have developed strong practical EPOS knowledge in an operational environment. You might be the EPOS super‑user, till expert or go‑to technical person within a restaurant, pub, retailer, visitor attraction, leisure venue or similar business, the person everyone turns to when something isn't working.

Essential

• Hands‑on experience using, supporting or troubleshooting EPOS/till systems.
• Experience troubleshooting EPOS hardware or peripherals.
• Good understanding of basic networking and connectivity.
• Experience within retail, hospitality, food & beverage, leisure or a similar operational environment.
• Strong troubleshooting and problem‑solving skills.
• Confident communicating with customers and non-technical users.
• Able to take ownership of problems through to resolution.
• Full clean driving licence.

Great if you also have

• ICR Touch experience.
• EPOS installation or implementation experience.
• Payment terminal/PDQ experience.
• Experience installing or replacing EPOS hardware.
• Knowledge of stock, menu, pricing or product configuration.
• Experience with payment, stock, CRM or accounting integrations.