Job Overview
The Technical Support Specialist will provide expertise in IT/Networking, manage and support payment systems and contribute to process building and documentation efforts. The role is critical in maintaining service reliability and ensuring operational efficiency across all technical support functions.
Responsibilities
- Diagnose, troubleshoot, and resolve a range of hardware, software, and network issues in a timely and effective manner
- Perform routine maintenance and updates to network systems to ensure consistent and optimal performance at all times
- Assist with the setup, configuration, and ongoing security monitoring of network systems to ensure a secure and stable environment
- Troubleshoot and resolve payment related issues in a timely manner, working closely with relevant stakeholders to ensure minimal disruption to operations
- Ensure all payment processing activities comply with relevant security standards and protocols to maintain a secure and compliant environment
- Develop, implement, and maintain standard operating procedures (SOPs) and process documentation to support consistent and efficient operations across the business
- Create and maintain up to date technical manuals, user guides, and troubleshooting FAQs to support end users and technical staff across the organisation
- Collaborate with cross functional teams to identify areas for process improvement and ensure all technical support activities are aligned with organisational goals
- Actively participate in the on-call rotation, providing responsive after-hours technical support where operationally required to ensure continuous coverage and minimal disruption to business operations
- Respond to and resolve urgent technical issues in a timely manner to minimise downtime and maintain service continuity across the business
- Communicate clearly and effectively with relevant stakeholders during incidents, providing timely updates throughout the resolution process
Required Skills / Qualifications / Certifications / Tech Stack
Essential
- 1 to 3 years of hands on experience in a similar role within a relevant industry, with a demonstrated ability to apply technical knowledge in a fast paced environment
- Demonstrate proven experience in managing and supporting payment processing systems and related technologies
- Proven ability to develop, implement, and maintain process documentation and standard operating procedures (SOPs), ensuring accuracy, relevance, and accessibility at all times
- Excellent communication and interpersonal skills with the ability to convey technical information clearly and confidently
- High level of attention to detail with a commitment to accuracy and quality across all aspects of work including documentation, system management, and incident resolution
- Demonstrated adaptability and flexibility to thrive in a dynamic and fast paced environment, managing competing priorities and adjusting to changing business needs.
Outcomes and Deliverables
Deliverables
- Fully documented and maintained library of SOPs, technical manuals, and user guides
- Completed incident logs and resolution reports for all hardware, software, network and payment related issues
- Regular network and system performance and maintenance report
- Fully documented and maintained library of SOPs, technical manuals, and user guides
- Post incident review reports following all significant outages or technical disruptions
- Fully documented and maintained library of SOPs, technical manuals, and user guides
Outcomes
- Improved system reliability and reduced downtime across all IT and network infrastructure
- A secure and fully compliant payment processing environment
- Faster resolution of technical issues through well documented and consistently applied processes and SOPs
- Reduced repeat incidents through effective root cause analysis and implementation of preventative measures
- Improved stakeholder confidence and satisfaction
WHO IS GILBARCO VEEDER-ROOT
Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.
WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.
With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com
At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.
Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.
Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.
Together, let’s power the way the world moves!
