Junior POS Engineer

Job Title
Junior POS Engineer

Department
Merchant Services

Reports To
Head/Team Leader, Merchant Services

Works Closely With
Technical Lead (POS Configuration & TID Management); POS Engineer (Terminal Support & Field Operations)

Location
Harare, Zimbabwe (Arundel Office Park), with field travel to merchant sites

Employment Type
Full-time. Permanent

Grade/Level
Junior / Entry-level Engineer

1. Purpose of the Role
The Junior POS Engineer supports ZSS's Merchant Services function by monitoring merchant point-of-sale (POS) terminals, identifying and logging incidents, escalating issues through the correct support lines, and providing hands-on terminal support in the field under the guidance of the Technical Lead and POS Engineer. The role is a development position intended to build the technical and operational grounding needed to progress into a full POS Engineer position.

2. Key Responsibilities

2.1 Merchant Monitoring and Incident Handling
- Log in to the monitoring dashboard each morning and review the status of all merchant tills.
- Identify non-transacting tills (no transactions processed in the last 24 hours), connectivity issues (missed heartbeats or offline status), and configuration errors (failed updates or pending configuration issues).
- Record findings in the issue log, marking each till's status (e.g., OK, Issue Detected).
- Raise an incident report for every issue detected, including merchant name, terminal ID, description of the issue, and any supporting system logs or data.
- Prepare and submit a daily end-of-day summary report to the Team Leader covering issues identified, issues resolved, and outstanding escalations.

2.2 Escalation and Follow-Up
- Escalate detected issues to first-line support (TAP) with merchant name/ID, terminal ID, and a clear description of the fault, and confirm TAP has acknowledged the issue and begun troubleshooting.
- Track TAP's resolution progress through the ticketing system.
- Where TAP is unable to resolve an issue, escalate to Fintech Operations (FinOps) for second-line support with all relevant logs and information, and continue tracking until resolution or further escalation to third-line support.
- Maintain a clear, accurate record of all escalations and actions taken, and report critical incidents to the Team Leader immediately.

2.3 Hands-On POS and Terminal Support
- Provide first-line technical support for POS terminals in the field, including installation, configuration checks, and basic hardware troubleshooting, working alongside the POS Engineer.
- Assist with terminal ID (TID) management and configuration tasks under the guidance of the Technical Lead, including supporting acquiring bank TID requests and resolving configuration mismatches.
- Support terminal swaps, replacements, and basic connectivity fixes at merchant sites where directed.
- Assist with pre-deployment testing and configuration of terminals prior to merchant rollout.
- Maintain accurate records of terminal assets, configurations, and site visits.

2.4 Reporting and Continuous Improvement
- Contribute to trend analysis of recurring issues to support root-cause identification by FinOps and vendor specialists.
- Suggest improvements to monitoring, logging, or escalation processes based on day-to-day observations.

3. Scope Boundaries
This role does not carry responsibility for complex hardware or software fault diagnosis beyond first-line checks, remote system-level configuration changes, or vendor-level root cause analysis — these remain with TAP, FinOps, and third-line vendor specialists respectively. The Junior POS Engineer works under direct supervision and escalates beyond their competence promptly rather than attempting unsupported fixes.

4. Person Specification

Qualifications
- A diploma or degree in Information Technology, Computer Science, Electronics/Electrical Engineering, or a related technical field, or equivalent practical experience.

Experience
- 0–2 years' experience in a technical support, field engineering, or IT operations role; exposure to payments, banking, or POS/terminal environments is an advantage.

Knowledge and Skills
- Basic understanding of POS terminals, payment switching, or card transaction flows (training will be provided).
- Comfortable using monitoring dashboards, ticketing systems, and maintaining structured logs.
- Clear written communication for incident reports and escalations.
- Methodical, detail-oriented approach to identifying and documenting faults.
- Willingness to travel to merchant sites across Harare and, where required, other regions.
- A valid driver's licence is an advantage.

Attributes
- Reliable and accountable, particularly around daily monitoring and end-of-day reporting deadlines.
- Calm and professional when dealing with merchants and support partners under time pressure.
- Eager to learn, with a clear interest in progressing toward a full POS Engineer role.

5. Key Relationships
- Internal: Team Leader, Merchant Services; Technical Lead (POS Configuration & TID Management); POS Engineer (Terminal Support & Field Operations).
- External: TAP (first-line on-site support partners); acquiring banks; merchants.