Technology Field Technician

DUTIES AND RESPONSIBILITIES:

1. The Technology Field Technician is responsible for the day-to-day support and troubleshooting of IT equipment, Oracle Micros POS systems, and Transaction Junction payment solutions across Pedros restaurant locations in Zambia. Reporting operationally to the General Operations Manager, this role serves as the primary on-the-ground technology support contact, ensuring that all covered systems remain operational so that restaurant trading is never unnecessarily disrupted

2. IT Equipment Support:

· Provide first-line support for all in-store IT equipment including terminals, printers, cash drawers, networking devices, and peripherals

· Diagnose and resolve hardware and software faults on IT equipment, escalating to vendors or head office where the issue cannot be resolved in the field

· Perform routine maintenance and health checks on IT equipment to identify and address issues before they cause operational downtime

· Maintain an accurate asset register of all IT equipment across Zambia sites, including serial numbers, warranty status, and configuration details

· Manage spare parts and consumables inventory to ensure fast turnaround on hardware replacements, reporting stock levels to the General Operations Manager

3. Oracle Micros POS Support:

· Provide first-line support for Oracle Micros POS terminals and associated peripherals at all Zambia locations

· Troubleshoot and resolve Micros POS faults including software errors, connectivity issues, peripheral failures, and configuration problems

· Liaise with the Oracle Micros support desk and head office technology team to log, track, and drive resolution of escalated cases

· Assist with Micros software updates and patches as directed by head office, ensuring updates are applied correctly and systems are verified post-update

· Maintain accurate records of Micros configurations, software versions, and open support cases for all Zambia sites

4. Transaction Junction Support:

· Provide first-line support for Transaction Junction (TJ) payment terminals and integration with Micros POS at all Zambia locations

· Troubleshoot and resolve TJ-related issues including connectivity failures, transaction errors, and terminal configuration problems

· Liaise with the Transaction Junction support team and head office to log and escalate unresolved payment system faults

· Verify payment system functionality after any maintenance, update, or fault resolution to confirm full operational status before handing back to the restaurant

· Maintain accurate records of TJ terminal configurations, software versions, and open support cases across all Zambia sites

5. General Day-to-Day Operations:

· Log, track, and resolve all technology support requests and incidents across the three supported platforms, maintaining clear records for reporting to the General Operations Manager

· Conduct regular proactive site visits to all Zambia locations to identify risks and equipment issues before they result in downtime

· Train restaurant staff on the correct use of IT equipment, Micros POS, and Transaction Junction terminals, and on the correct escalation procedure when issues arise

· Adhere to all security policies, data protection requirements, and vendor support agreements applicable to covered systems

6. Support continuous improvement of technology support processes and procedures across Zambia

REQUIREMENTS:

1. Matric and a Diploma or certificate in Information Technology, Computer Science, Electronics, or a related technical discipline; degree preferred

2. Minimum 2 years’ hands-on experience in an IT support, field technician, or helpdesk role

3. Practical experience supporting POS systems, preferably Oracle Micros, in a retail, QSR (quick service restaurant) or hospitality environment

4. Experience with payment terminal support, preferably Transaction Junction or similar integrated payment solutions

5. Sound understanding of networking fundamentals - TCP/IP, LAN/WAN, Wi-Fi, routers, and switches

6. Proficiency with Windows operating systems and general hardware troubleshooting

7. Valid driver’s licence and willingness to travel between Zambia store locations as required

8. CompTIA A+, Network+, or equivalent certification