EPOS Support Specialist – Campus Services – 104860 – Grade 5

Job title:

EPOS Support Specialist – Campus Services – 104860 – Grade 5

Company:

University of Birmingham

Job description

Job Description:Position DetailsCampus ServicesLocation: University of Birmingham, Edgbaston, Birmingham UKFull time starting salary is normally in the range £28,397 to £30,210, with potential progression once in post to £33,938Grade: 5Full Time, PermanentClosing date: 21st November 2024Our offer to youPeople are at the heart of what we are and do.The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University.We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work.Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries.The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens.Find out more about theBackgroundAs part of Campus Services, the Food Beverage and Retail department offers a wide variety of outlets to staff, students and visitors across campus and in our student accommodation. These range from small coffee shops and bars to large restaurants, as well as providing hospitality services for conferences and events held on campus.Role summaryThe post holder will play a key role within the Food, Beverage and Retail team providing them with EPOS support on campus. Supporting and administering the Food, Beverage and Retail EPOS system within the Campus Services department, including all onsite hardware, software & 3rd party integrations. The support and maintenance will be provided to over 40 different outlets with over 90 EPOS devices including tills and mobile tablet solutions for Cafe’s, Bars, Restaurants, Retail Shops and events.Using their own knowledge, they will be required to analyse EPOS maintenance and problems, identify the cause and restore functionality as quickly as possible, in line with University IT Standards. This may involve short term measures to bring the equipment back online, and to follow a longer-term plan to fully resolve the issue.To assist in planning upgrades and installs, repair new and existing sites with EPOS systems and peripherals, printing and other devices such as magnetic readers, rear display screens, hand and loyalty scanners. Updating and administering over 50 chip & pin devices under strict P2PE procedures from installation to logging and inventory management. To support the University-wide Food, Beverage and Retail team, whilst ensuring agreed SLAs are met.Main DutiesTechnical Support and System Management

• Administer and support EPOS devices, Chip & Pin devices and cloud based server resources for the whole Food, Beverage and Retail system and users on campus. The post holder will be expected to:
• Be the first point of contact for support and maintenance for the EPOS system for both software and hardware across the University of Birmingham providing telephone and onsite support to all Food, Beverage and Retail outlets, resolving any issues as required.
• Prioritise the setup and install of new sites with EPOS and Chip & Pin devices, and following and maintaining PCI DSS compliance.
• Setup of new users, third party integrations and cashless facilities for customers.
• To administer the EPOS database, changing day to day prices, products and promotions, annual price increase, delist and addition of products.
• Training of all members of staff on EPOS tills, Cash handling and PCI Compliance.
• Troubleshoot problems, many of which may require in-depth knowledge, and develop, test and implement new approaches and services. This requires the post holder to have the technical experience to ensure continuous development and reliable operation of all services within their areas of responsibility, to assess problems and judge the appropriate solution
• Logging support call on the ITS, and following up any outstanding calls.
• Working closely with the Campus Services IT Manager and central ITS Service Desk to ensure smooth resolution of support calls and ensuring that resolution details are recorded with the Service Desk for future reference.
• Identify faults, understand resolutions and carry out instructions to rectify these where necessary.
• Providing 1 to 1 technical training and advice to EPOS users and team members, either verbally or via written documentation.
• Running and maintaining reporting accounts for all F,B, &R managers in a variety of reporting tools including Tableau, Microsoft Excel and automated scheduled reports.
• Administering interfaces between Symphony (EPOS Solution) and Pi ( Stock Management system) for stock, recipe and nutritional analysis for KPI and GP reports, as well as system automation.
• Ensure consistent communication with the Food, Beverage and Retail teams at monthly management meetings updating on system developments and training needs.

Communication and Development

• The post holder requires excellent communication skills for this customer-facing role and will be required to ensure full consultation with customers and service providers at all stages.
• Maintain technical relationships with service providers to ensure knowledge of new hardware, software features, and ways of working are known and examined to ensure the service is up to date and making full use of the available technology.
• Develop knowledge for a specific area within the team, including in-house bespoke Business Systems applications e.g Vouchers, Cashless and the Student records system client/server application (Gallagher)
• Maintain system administration to ensure access to all cloud servers and systems whilst ensuring service continuity.
• Monitoring the performance of EPOS devices and server services to ensure reliability and smooth operations for all aspects of the work of the customer base as a whole.
• Determine priorities for one’s own workload to ensure continuity of service and to co-ordinate with other team members to ensure that these meet overall ITS priorities.
• Be responsible for obtaining quotes, specifying and making recommendations for the purchase of EPOS equipment and software.
• Liaise with University departments such as Networking and C&IT to investigate IT infrastructure problems affecting the EPOS System, and involving the relevant people to get issues resolved.
• Maintaining database and records of all tills and PCI devices across Campus Services, making changes as required
• Deal with daily meal plan customer enquiries including adding and amending customer details under GDPR guidelines
• Support FB&R with the administration of the loyalty application linked to the services, including facilitating automation between systems, and training the business where required.

Operational Coordination and Training

• Be responsible for scheduled and ah-hoc activities, in conjunction with the work of other team members and providing written documentation and training as required.
• To manage small project teams to meet service needs when required. .
• Provide Food, Beverage and Retail Managers training of reporting, and schedule any automated reports on a daily, weekly and monthly basis for financial and business intelligent purposes.
• Setup EPOS for outdoor events, including configuration and install
• Working in conjunction with outlet managers to build till interfaces and promotions as and when required.

Operational Coordination and Training

• The post holder will support and develop the following within Professional Services, to include:
• Contribute to optimisation of the EPOS experience for customers of the University.
• Work effectively as a member of a team towards quality service goals and deadlines.
• Structured and methodical approach to problem solving.

Additional Responsibilities

• Undertake such other duties as may be required from time to time in furtherance of the work of IT Services and Campus Services.

Required Knowledge, Skills, Qualifications, ExperienceKnowledgeAn in depth up-to-date technical knowledge of all of the following is essential –

• EPOS Solutions Software
• PCI / P2PE Compliance
• Windows 10
• EPOS hardware and associated devices
• Microsoft Office Applications

An understanding of ITIL Service Delivery best practices, processes and procedures.Specialised knowledge and support experience in several of the following areas would be an advantage:
Cloud based infrastructure, EPOS, card machines, printers, scanners, loyalty, PCI/P2PE and mobile devices (smartphones, tablets etc…)An understanding of financial information and the requirements for data reconciliation in a University instituteSkills

• Clear and concise communication skills
• An understanding of customer requirements, in order to ensure developed solutions, meet customer needs.
• The ability to work effectively as a member of a team towards quality service goals and deadlines. Excellent customer service and communication skills, must be approachable
• Employs a methodical approach to problem solving, particularly systems issues and hardware/software fault diagnosis and repair.
• Ability to prioritise needs to ensure continuity of service and schedule workloads in the face of conflicting demands. Flexible organised approach to work

Qualifications

• Minimum of five GCSEs (grade C or above) essential, including Maths and English.
• PCI DSS SIG qualification would be advantageous

Experience

• Experience within an EPOS support environment.
• Experience of troubleshooting EPOS issues, both routine and unique.
• Knowledge of accountancy beneficial, but not essential

Informal enquiries to John Mamo, email:View our staff values and behavioursWe believe there is no such thing as a ‘typical’ member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas, innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability, which is a key part of our strategy. You can find out more about our work to create a fairer university for everyone .

Expected salary

£28397 – 30210 per year

Location

United Kingdom

Job date

Sat, 02 Nov 2024 03:50:25 GMT

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