Job Description

Introduction

For over 50 years BCG EPOS has been a leading supplier of EPOS solutions throughout Devon, Cornwall, Somerset and Dorset.

Based in Torquay, Torbay, South Devon, we supply Electronic Point of Sale (EPOS) equipment to the retail and hospitality trade. We install and maintain software and hardware in a wide range of locations including bars, clubs, pubs, hotels, restaurants and the retail environment. From touch screen tills to app-enabled online ordering, digital signage to self-service kiosks, we offer everything businesses could need to deliver an unbeatable customer experience.

We have a rare opportunity for the right person to join our office as a 1st Line IT/EPOS Support Technician. This is an exciting time for BCG EPOS as the business is growing and branching out into new areas. We work in a fast paced environment where no two days are the same and we are looking for someone to be on the front line of the action.

/ Person Specification

We are looking for someone who:

Is patient and calm, has a level headed approach and works well under pressure Can work both independently and as part of a team Believes in the potential of the business and is committed to helping it grow Enjoys working in a supportive role Has previous IT training or experience (essential for this role) Is passionate and keen to keep up to date with latest developments Has excellent organisational skills with the ability to work to tight deadlines and deal with competing demands and priorities. Is adept at building positive working relationships and work effectively with colleagues Is enthusiastic and keen to work in a forward-thinking business Is an effective communicator who is able to negotiate Is professional in manner; actions and appearance Is approachable; flexible; respectful and confidential

Post-specific requirements:

A good standard of literacy and numeracy indicated by English and Maths GCSE at Grade C (or equivalent qualification) Desirable - to have experience of working in an ICT heavy environment Enthusiasm and passion for IT A good knowledge of ICT network; hardware and software diagnostics A full UK Driving license Problem solving abilities and a willingness to learn from your own experience and of others Desirable - a knowledge of ICRTouch software (however training will be provided)

Job purpose:

Flexible 5 working days, Must include weekends e.g. (Wed - Sunday) Answer phone calls and manage helpdesk tickets responding to requests for assistance in an appropriate manner by having a detailed understanding of the incident and its impact Resolve problems with software or hardware where possible or, where not possible, liaison with the Line Manager or relevant agencies to effect the repair or solution Weekdays - office based providing remote support. Where remote support is unable to resolve the issue, a site visit may be required if a senior technician is unavailable and the issue is urgent. On occasions where this may happen, mileage will be paid by BCG EPOS but a full UK driving license is essential. Weekends - work from home to provide remote support. Where remote support is unable to resolve the issue, a site visit will be required if the customer requests this. On occasions where this may happen, mileage will be paid by BCG EPOS but a full UK driving license is essential. Maintain excellent customer relationships. It is essential to be personable and approachable over the telephone and to provide the excellent customer service which our customers are used to receiving. Small elements of sales may be involved where it is deemed that the customer would benefit from an alternative / extra / better product. Therefore it will be essential to have a detailed knowledge of all products offered and how they work. Full training on this will be provided. As well as providing telephone support, this job role will include installing and configuring software on EPOS systems to ensure that they are ready for installation by the senior technicians. We have one full time role available or two part time roles

NB.

This outlines the purpose and key tasks required to indicate the level of responsibility. It is not a comprehensive or exclusive list and duties / specific tasks may be varied from time to time, without changing the general character of the job or the level of responsibility entailed. This will allow flexibility for BCG EPOS to respond to changing priorities and also support and enhance individual professional development. It is the practice of BCG EPOS to examine job descriptions periodically, update them and ensure that they relate to the job performed, or incorporate any proposed changes. This procedure will be conducted by the line manager in consultation with the post holder.

Job Types: Full-time, Part-time

Pay: 26,000.00-27,000.00 per year

Benefits:

Casual dress Company pension Sick pay
Education:

GCSE or equivalent (required)
Experience:

Technical support: 1 year (preferred) Customer service: 1 year (preferred)
Work Location: In person