The Role
Provides Tier 2 support for payment, EPOS, terminal, network, Wi-Fi, and connectivity issues. Diagnoses faults using configuration changes, remote administration, logs, transaction outcomes, and fault reproduction. Manages escalations with clear evidence, supports merchants and first-line teams, maintains documentation, meets SLA targets, and provides occasional on-site event support across the UK.
Summary Generated by Built In
As a Tier 2 Technical Customer Support Engineer, you will own the diagnosis and resolution of payment, EPOS and connectivity issues escalated from first line, proving exactly where a fault sits, from terminal and network through to gateway and acquirer.
You will change documented configuration, administer equipment remotely, interrogate logs and reproduce faults. Engineering-level changes, such as firewall redesign, application defects or upstream acquirer issues, are escalated to 3rd line with clear evidence.
Hours: Shift-based, office-based role covering 5 days out of 7, between 8:00am and 10:00pm. Weekend working and long days will be required at times in line with the events calendar, with occasional on-site support at event venues across the UK.
Job requirements
Essential
Job responsibilities
Benefits
You will change documented configuration, administer equipment remotely, interrogate logs and reproduce faults. Engineering-level changes, such as firewall redesign, application defects or upstream acquirer issues, are escalated to 3rd line with clear evidence.
Hours: Shift-based, office-based role covering 5 days out of 7, between 8:00am and 10:00pm. Weekend working and long days will be required at times in line with the events calendar, with occasional on-site support at event venues across the UK.
Job requirements
Essential
- At least 2 years' 2nd line support experience in payments, EPOS, retail or hospitality technology.
- Working knowledge across the technical areas below, particularly terminals, networking, Wi-Fi, 4G routers and payment flows:
- PAX / Android terminals: advanced diagnosis and configuration, including apps, permissions, logs and connectivity
- TMS: provision, configure and diagnose terminal estates
- EPOS: install, configure and troubleshoot
- TCP/IP, DHCP and DNS: strong working knowledge of subnets, gateways, IP leases and name resolution
- Wi-Fi: SSID, band, channel, RSSI, interference and access point diagnosis
- Routers and 4G/5G: configure and diagnose, including SIM, APN, signal and failover
- VLANs, firewalls and VPN: understand and identify potential configuration issues
- Payment flows: understand the full transaction lifecycle, from POS to issuer
- Experience using Zendesk (or an equivalent platform) to manage tickets across all channels.
- A methodical approach to isolating faults and reading logs.
- Excellent communication, with the ability to explain technical issues to non-technical users and write clear escalation notes.
- Ability to work unsupervised and stay calm under pressure in live environments.
- Experience of TMS platforms.
- Experience with network monitoring tools, e.g. PRTG.
- Experience with connectivity and cellular routers, and VPNs.
- Experience working with acquirers or gateways such as Elavon, Worldpay or Visa Acceptance.
- Experience in live events, stadiums or other high-density venues.
- CompTIA A+, CompTIA Network+, CCNA or similar (or working towards one).
Job responsibilities
- Own escalated payment, EPOS and connectivity issues through to resolution or evidenced escalation.
- Diagnose and configure payment terminals, Android devices, TMS estates and EPOS systems.
- Diagnose Wi-Fi, network and 4G/5G router issues in high-density venues.
- Interpret transaction outcomes and response codes, distinguishing declines from communication failures and timeouts.
- Escalate engineering-level issues to 3rd line or vendors with logs and clear findings.
- Provide remote support to merchants and occasional on-site support at events.
- Log all work accurately in Zendesk, meet SLA targets and keep customers informed.
- Support first line, maintain knowledge base articles and suggest improvements based on recurring issues.
- Undertake any other duties reasonably required for the smooth running of the business.
Benefits
- Competitive salary, commensurate with experience.
- Bonus scheme
- 25 days’ annual leave plus bank holidays.
- Pension scheme.
- Access to FEP’s wider employee benefits programme.
- A dynamic, fast-paced environment where you can make a genuine impact at some of the UK’s most exciting venues.
Skills Required
- At least 2 years of second-line support experience in payments, EPOS, retail, or hospitality technology
- Working knowledge of payment terminals, networking, Wi-Fi, 4G routers, and payment flows
- Advanced diagnosis and configuration experience with PAX or Android terminals
- Experience provisioning, configuring, and diagnosing terminal management systems
- Experience installing, configuring, and troubleshooting EPOS systems
- Strong working knowledge of TCP/IP, DHCP, DNS, subnets, gateways, IP leases, and name resolution
- Knowledge of Wi-Fi SSIDs, bands, channels, RSSI, interference, and access point diagnosis
- Experience configuring and diagnosing routers and 4G/5G connectivity, including SIMs, APNs, signal, and failover
- Understanding of VLANs, firewalls, and VPN configuration issues
- Understanding of the full payment transaction lifecycle from POS to issuer
- Experience using Zendesk or an equivalent ticket-management platform
- Methodical fault-isolation approach and ability to read logs
- Excellent communication skills, including explaining technical issues to non-technical users and writing escalation notes
- Ability to work unsupervised and remain calm under pressure in live environments
- Experience with TMS platforms
- Experience with network monitoring tools such as PRTG
- Experience with connectivity and cellular routers and VPNs
- Experience working with acquirers or gateways such as Elavon, Worldpay, or Visa Acceptance
- Experience working in live events, stadiums, or high-density venues
- CompTIA A+, CompTIA Network+, CCNA, or similar certification
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Freemans Event Partners is a family-owned, multi-service event provider established in the United Kingdom. It partners with major European events, venues, and brands to enhance fan and spectator experiences. Its offering includes bespoke food and beverage operations, event infrastructure and logistics, cashless and PCI-compliant payment services, commercial brand partnerships, immersive activations, and on-site event management across sporting, cultural, and entertainment occasions.
