As a Tier 2 Technical Customer Support Engineer, you will own the diagnosis and resolution of payment, EPOS and connectivity issues escalated from first line, proving exactly where a fault sits, from terminal and network through to gateway and acquirer. You will change documented configuration, administer equipment remotely, interrogate logs and reproduce faults. Engineering-level changes, such as firewall redesign, application defects or upstream acquirer issues, are escalated to 3rd line with clear evidence. Hours: Shift-based, office-based role covering 5 days out of 7, between 8:00am and 10:00pm. Weekend working and long days will be required at times in line with the events calendar, with occasional on-site support at event venues across the UK. Essential • At least 2 years' 2nd line support experience in payments, EPOS, retail or hospitality technology. • Working knowledge across the technical areas below, particularly terminals, networking, Wi-Fi, 4G routers and payment flows: • PAX / Android terminals: advanced diagnosis and configuration, including apps, permissions, logs and connectivity • TMS: provision, configure and diagnose terminal estates • EPOS: install, configure and troubleshoot • TCP/IP, DHCP and DNS: strong working knowledge of subnets, gateways, IP leases and name resolution • Wi-Fi: SSID, band, channel, RSSI, interference and access point diagnosis • Routers and 4G/5G: configure and diagnose, including SIM, APN, signal and failover • VLANs, firewalls and VPN: understand and identify potential configuration issues • Payment flows: understand the full transaction lifecycle, from POS to issuer • Experience using Zendesk (or an equivalent platform) to manage tickets across all channels. • A methodical approach to isolating faults and reading logs. • Excellent communication, with the ability to explain technical issues to non-technical users and write clear escalation notes. • Ability to work unsupervised and stay calm under pressure in live environments. Desirable • Experience of TMS platforms. • Experience with network monitoring tools, e.g. PRTG. • Experience with connectivity and cellular routers, and VPNs. • Experience working with acquirers or gateways such as Elavon, Worldpay or Visa Acceptance. • Experience in live events, stadiums or other high-density venues. • CompTIA A+, CompTIA Network+, CCNA or similar (or working towards one). • Own escalated payment, EPOS and connectivity issues through to resolution or evidenced escalation. • Diagnose and configure payment terminals, Android devices, TMS estates and EPOS systems. • Diagnose Wi-Fi, network and 4G/5G router issues in high-density venues. • Interpret transaction outcomes and response codes, distinguishing declines from communication failures and timeouts. • Escalate engineering-level issues to 3rd line or vendors with logs and clear findings. • Provide remote support to merchants and occasional on-site support at events. • Log all work accurately in Zendesk, meet SLA targets and keep customers informed. • Support first line, maintain knowledge base articles and suggest improvements based on recurring issues. • Undertake any other duties reasonably required for the smooth running of the business. • Competitive salary, commensurate with experience. • Bonus scheme * 25 days’ annual leave plus bank holidays. • Pension scheme. • Access to FEP’s wider employee benefits programme. • A dynamic, fast-paced environment where you can make a genuine impact at some of the UK’s most exciting venues.