POS Admin

Job Summary

POS System Admin helps implement new products, updates, and technologies. It is also a part of the testing, support, maintenance, and administration of new software builds. System administrators also update the POS and back‑office menus for end users.

• Updates POS and back‑office menus as requested.
• Applies requested changes to printers and video routing.
• Verifies that all proper troubleshooting steps are completed for each specific case and provides feedback to system administrators when the proper steps are not taken.
• Collaborates with the training team on best practices and changes to training materials.
• Adds and updates content to the knowledge base regularly to ensure that information is handy for all support staff.
• Performs POS troubleshooting.
• Provides operating‑system support including installation, upgrades, patching, backup, and recovery.
• Troubleshoots network connectivity, routers, modems, OS firewall configuration, port forwarding, and routing.
• Updates or creates Knowledge Base Articles to ensure procedures for the service desk are correct.
• Acts as a link between support and development teams, communicating issues and resolutions in both directions.
• Performs Incident and Request Queue Management for Focus Brands and assigns tickets as appropriate.
• Escalates unresolved queries to the next level of support.
• Walks customers through a problem‑solving process.
• Follows up with customers.
• Utilizes excellent customer service skills and exceeds customers’ expectations.
• Ensures proper case recording, documentation, and closure.
• Recommends procedure modifications or improvements.
• Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
• Complies and adheres to Auxis operational processes and security policies.
• Uses Auxis Service management tools for Incident, Problem, Change, and Configuration management.
• Uses Auxis monitoring and management tools for the devices and infrastructure applications.
• Attends all operational and project (ad‑hoc) related scheduled meetings as required.
• Works normal business hours at client sites or a specific schedule determined by Auxis Workforce.

• Commitment to job quality: capability to work with a sense of urgency, make decisions, and achieve the company’s goals with performance results.
• Ethics: work under moral values and good customs and professional practices, and respect all the policies and procedures of the organization.
• Innovation and creativity: ability to think of new and different solutions to issues or situations faced in the role.
• Teamwork: capacity to collaborate with others, be part of a group, and work with other company’s areas to achieve the organization’s business strategy.
• Decision making: the capability to analyze different variants and options, considering all the circumstances, resources available, and the impact on the business, to select, in the end, the best option for the business.
• Adaptability/Flexibility: being able to comprehend and appreciate different points of view and adapt to different circumstances quickly and efficiently in diverse situations.
• Quality and Continuous Improvement: optimize resources (people, materials, process, etc.) and add value to the operation through original ideas or solutions.
• Analytic thinking: ability to comprehend a situation, identify all its parts and organize it systematically, determine interrelations, and establish priorities to work on.
• Technical knowledge: capacity to acquire, maintain updated, and demonstrate all the knowledge and specific experiences that are required for this position.
• Effective communication: capability to listen and understand others, to transmit clearly and consistently information required to achieve organizational objectives.

• B2+ English Language (Oral and writing)
• Bachelor's degree from a High School or Technical High School (Preferred)
• Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library is highly desired)

• 2 or more years of technical…