POS Terminal Support Analyst

Description

Job Summary: This role involves providing remote and on-site technical support for Toshiba technology equipment, addressing incidents and ensuring compliance with service commitments. Key Highlights: 1. Development of innovative solutions and promotion of creativity. 2. Multidisciplinary collaboration and skill development. 3. Training to assume responsibilities. **The Company** Toshiba is a technology services provider for retail enterprises, creating high-quality digital platforms and products that accelerate time-to-market. Our diverse and adaptable teams deliver the right combination of solutions and methodologies to achieve tailored results as we collaborate with our clients’ teams to foster innovation through continuous learning. **Our People** At Toshiba, every team member is trained to assume responsibilities and develop innovative solutions to our customers’ most challenging problems. To retain and develop top talent, we foster a work environment that celebrates creativity, encourages skill development, and enables multidisciplinary collaboration. **What You’ll Bring to the Team** Fulfillment of service commitments, as well as contractual preventive and corrective maintenance, for each of our clients. This includes providing technical support (remote or on-site) for our technology equipment, addressing incidents related to equipment failures, and supporting issues for which TGCS is responsible. **Your typical day as a Toshiba Technical Support Representative will involve:** * Responding to requests from field technicians * Approving parts to resolve incidents * Validating warranty requests * Performing remote connections to troubleshoot terminals (POS, servers, PCs, printers) * Performing remote connections for endpoint customization (when the image is new) * On-site diagnosis and resolution * Verifying part availability in the Prophet tool **In addition to administrative tasks such as:** * Meetings with suppliers * Meetings with clients * Meetings with PMs * OEM device component homologation * Development of technical manuals for training courses * RSPL, parts review * Training of field technicians * Handling escalations from Field Managers **Naturally, to succeed in this role, you must have:** * 0–2 years of experience in hardware technology: computing equipment, printers, etc. * 0–1 years of experience in operating system configuration * Knowledge of remote connection tools * Basic knowledge of Office 365 * Service orientation * Basic knowledge of Office suite Search Area: Cdmx, Mex. **We Offer** * Direct employment with Toshiba and 100% payroll coverage * Statutory benefits (IMSS, INFONAVIT, December bonus, vacation bonus) * Comprehensive medical insurance: life, major and minor medical expenses, dental and vision coverage (for employee and immediate family members) * Savings fund * Grocery vouchers * Pension plan * 12 vacation days + 6 floating days