L1 Priority helpdesk agent 1

Date:  Nov 19, 2023

Melbourne, AU, 03072


About the job

Ingenico is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.


We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.


The opportunity


We have an opportunity for a L3 Support Tech  to join us on a permanent contract based at our  Preston, Melbourne office.


This role summary of overall purpose.


Areas of Responsibility:


  • Problem management and root cause analysis  

  • Change management to coordinate updates to the fleet  

  • Collate trace and backup files, logging tickets with vendors for investigation as well as managing the implementation of resolutions  

  • Creation, pilot and distribution of SQL and batch scripting to affect changes to individual systems and/or the entire network  

  • Ownership and accountability of new or recurring issues within the POS environment, through to resolution  

  • Documenting new and updating out-dated processes for internal and external stakeholders  

  • Perform, lead & review implementation activities from technical designs to meet or exceed project or service delivery requirements  

  • Work as a POS and associated IT retail technologies subject matter expert, and resource on assigned projects  

  • Analyse, troubleshoot and maintain SOE in POS, BOS, Laptop, SAH and other retail related systems  

  • Test new releases and updates in lab environments before client testing and approval  

  • Deploy updates and new releases as required for support or by client  

  • Maintain current LAB environments  

  • Design and solution work as to achieve project timeline outcomes  

  • Coaching in various resolution methodologies for relevant staff including lower tiers, field techs, client and other parties  

  • Resolve routine and complex customer enquiries via phone, ticketing system and email while establishing and documenting processes/systems to ensure standards are met  

  • Escalate issues to relevant teams as necessary, to deliver requirements and to expectations  

  • Develop a strong understanding of the customer environment, and service delivery requirements  

  • Provide a high level of competency and trust to customers in relation to the POS environments  


To be successful in this role you will require:


  • Advanced working knowledge of POS systems and their relationship to databases  

  • Group Policy understanding and maintenance  

  • WSUS understanding and maintenance  

  • Understanding of network protocols and functionality (at least CCNA preferred)  


  • Excellent communication and documentation skills, for user training and technical documents  

  • Self motivated with the ability to meet tight deadlines without supervision  

  • Ability to work well in a team environment  


  • Minimum of 3 years' experience in a level 2 or level 3 support role in a POS environment  

  • Proven experience creating batch and/or SQL scripting to affect changes on SQL databases and Windows registry (PowerShell, VBScript, Batch, OSQL)  

  • Experience with enterprise deployment and management tools (ie; ITCM or SCCM or similar)  

  • Experience with facilitating complex and enterprise scale software deployments  

  • Working Knowledge of Incident, Problem, Change and Configuration Management (ITIL) processes  

  • Working experience supporting EFTPOS and payment technologies  

  • Experience working with petrochemical distribution technologies and controllers  

In Return We Offer:


Hybrid working
Corporate discounts & recognition
Flu vaccinations
Office fruit box
Social club
Birthday leave
Employee Assistance Program & mindfulness sessions
Comprehensive training and development
Salary continuance and life insurance
Paid primary caregiver parental leave
Learning & development opportunities
Career progression

Ingenico is proud to be an equal opportunity employer and welcomes applications from candidates of all backgrounds.