Job Description:

Support Technician

MWC Partners are the UK’s leading independent reseller of Cegid Retail, the omnichannel POS solution for fashion and specialty retail.

Our services range from supporting feasibility studies and system design through to functional requirement workshops, system configuration, hardware procurement, and comprehensive testing ahead of installation and ongoing support.

In addition to delivering these services across the Cegid community, we also provide hardware procurement and installation for other leading POS platforms, including LS Retail, Microsoft Dynamics 365, and Retail-J.

We are also specialists in retail payments technology, with deep expertise in integrating point-of-sale software with payment systems for global payment service providers—all backed by our commitment to service excellence.

About the role

We’re looking for a proactive Support Analyst to join our growing team. You’ll be the first point of contact for customers, helping resolve technical issues and ensuring their retail systems operate smoothly.

This is a fast-paced, customer-facing role where you’ll take ownership of issues and see them through to resolution.

Key responsibilities

• Act as the first point of contact for technical support queries via phone and email

• Diagnose and resolve hardware, software, and network issues

• Log and manage support tickets, ensuring all key information is captured

• Take ownership of issues through to resolution, keeping customers updated

• Escalate complex issues to internal teams with clear and detailed handovers

• Monitor Service Level Agreements (SLAs) and proactively manage risks

• Deliver a high standard of customer service at all times

• Identify recurring issues and support root cause analysis

• Ensure compliance with health and safety standards

• Participate in an on-call rota which is- 1 in 3 weeks of evening on-call and 1 in 6 weekends.

What we’re looking for

• Excellent written and verbal communication skills

• Strong problem-solving ability

• Ability to work independently and under pressure

• Experience with Microsoft OS and Office applications

• Awareness of the retail environment

• Experience in a helpdesk or IT support environment would be advantageous.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

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