Support Analyst – POS
Xn Global Systems is a global hospitality technology company providing point-of-sale and hospitality management solutions to customers in more than 50 countries. Our technology helps leading hospitality businesses improve operational efficiency, increase revenue and enhance the guest experience.
The Role
We are looking for a Support Analyst to join our 24/7 global Service Desk, supporting hotel and hospitality customers using our xnPOS point-of-sale platform.
This is an excellent opportunity for someone with existing IT/POS support experience, or a strong hospitality technology background, who wants to develop their technical career within an international software business.
Working Pattern
- 4 days on / 4 days off
- 9-hour shifts
- 24/7 shift rota, including weekends and night shifts
- Average 32 hours per week
- Hybrid working
Key Responsibilities
You will provide technical support to our global customer base, including:
- Troubleshooting and managing customer support tickets through to resolution
- Diagnosing software, configuration and system issues
- Upgrading customer systems and software
- Installing and configuring new modules
- Investigating POS and third-party integration issues
- Working with internal development, product and infrastructure teams to resolve technical problems
- Working with third-party technology vendors to identify and resolve interface issues
- Managing incidents in line with agreed SLAs and KPIs
- Maintaining clear and accurate records of investigations and resolutions
Essential Skills & Experience
- Previous experience in IT, application or POS support
- Strong troubleshooting and problem-solving skills
- Good communication and customer service skills
- Proactive, motivated and able to work effectively as part of a team
- Good time management and ability to prioritise multiple support issues
- Experience working within SLAs and KPIs
- Comfortable working within a 24/7 shift environment
Desirable
- Previous experience within hotels, restaurants or hospitality technology
- Experience supporting POS or hospitality software
- Additional European language skills, particularly French, German, Spanish or Italian
Salary
£25,500 basic salary, £27,000 including shift allowance
Working pattern: 4 on / 4 off, average 32 hours per week
Location: Hybrid
Job Type: Full-time
Pay: £25,500.00-£27,500.00 per year
Benefits:
- Company pension
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Ability to commute/relocate:
- Salford M6 6FP: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Have you had any previous experience of Service Desk or Support Desk
Education:
- Diploma of Higher Education (preferred)
Experience:
- Service Desk: 1 year (preferred)
- Hospitality: 1 year (preferred)
- Working on EPOS: 1 year (preferred)
Language:
- German (preferred)
- Italian (preferred)
- Spanish (preferred)
- French (preferred)
Work Location: Hybrid remote in Salford M6 6FP
