Support Engineer in London

This role is a 2nd Line Support Engineer position providing remote technical support within retail and hospitality technology environments. You will focus on both operational support and project-based work, particularly around new store openings and the ongoing maintenance of the IT estate for a major end customer. The position is fully remote, aligned to UK business hours, and involves occasional out-of-hours and weekend work.

Responsibilities

• Provide remote 2nd line technical support across retail and hospitality environments, ensuring timely resolution of incidents and service requests.
• Support new store openings by configuring and deploying financial and IT equipment, including tills, PDQs and related payment systems.
• Remotely log into devices to perform health checks, software updates, troubleshooting and ongoing software maintenance.
• Work with technologies such as tills, PDQs, FreedomPay, Zonal, Zebra devices, Aton and Incognito to maintain stable and secure operations.
• Deliver operational support during standard UK business hours, responding to issues and requests in line with agreed service levels.
• Provide occasional out-of-hours and weekend support as required, contributing to business-critical activities and project timelines.
• Collaborate effectively with internal teams and the existing engineer, sharing knowledge and ensuring consistent service delivery.
• Manage both operational and project workloads, prioritising tasks and communicating clearly with stakeholders and users.
• Maintain high standards of customer service, keeping users informed and ensuring a positive support experience.

Essential Skills

• Proven background in 2nd line support within retail, hospitality or similarly fast-paced environments.
• Hands-on experience supporting tills, PDQs and retail payment systems.
• Knowledge of FreedomPay, enabling effective support of payment processing solutions.
• Knowledge of Zonal systems used in retail and hospitality operations.
• Knowledge of Zebra devices and their configuration, management and troubleshooting.
• Knowledge of Aton and Incognito platforms within a support context.
• Confidence in performing remote diagnostics, including identifying issues, applying fixes and escalating where necessary.
• Experience with software updates and device management in distributed retail or hospitality environments.
• Ability to work independently, managing time and priorities across both operational and project activities.
• Good customer service skills, with the ability to communicate clearly and professionally with non-technical users.
• Strong troubleshooting skills and a methodical approach to resolving technical issues.
• Experience in technical support and application support at 2nd line level.

Additional Skills & Qualifications

• Experience working in retail or hospitality technology environments, supporting blue-chip or enterprise customers.
• Background in customer-facing support roles, demonstrating patience and a solution-focused mindset.
• Familiarity with PED devices and broader payment ecosystems in multi-site operations.
• Ability to collaborate with cross-functional teams and contribute to continuous service improvement.
• Comfort working in a remote-only setting, using collaboration tools to stay connected and informed.

Work Environment

This is a fully remote role aligned to UK business hours, with occasional out-of-hours and weekend work when required. You will work within a retail and hospitality technology environment, supporting systems such as tills, PDQs, FreedomPay, Zonal, Zebra devices, Aton and Incognito. Collaboration is primarily online, using remote access tools and communication platforms to manage incidents, changes and project tasks. The environment is fast-paced and service-oriented, with a focus on reliability, responsiveness and clear communication.