Specialist: Agent Device Maintenance – NMB

Job Purpose:

To lead and coordinate the operational support, lifecycle management, and reliability of POS and other agent-channel devices across branches and agent base.

Main Responsibilities:

Device support framework

• Design and oversee a structured end-to-end POS device support framework covering installation, troubleshooting, preventive maintenance, repair coordination, redeployment, and disposals.
• Establish and coordinate a scalable first-line device support (briefings, trainings, user manuals, and knowledge repositories)
• Develop and implement a decentralized regional repair support model by organizing zonal technical teams to reduce repair turnaround time and improve responsiveness.
• Coordinate and supervise outsourced service providers to ensure timely and quality repair services in line with agreed SLAs and operational standards.
• Maintain centralized tracking of POS device incidents reported by branches and agents, ensuring systematic escalation, resolution, and closure of technical issues.

  Device lifecycle

• Ensure proper asset tagging, inventory tracking, reordering forecast, reconciliation, and compliant disposal of obsolete or irreparable devices in line with asset management policies.
• Coordinate firmware upgrades, software updates, security patches, and configuration changes to maintain device performance and security compliance.
• Conduct periodic preventive maintenance checks and field health audits to reduce device downtime and extend equipment lifespan.

  Vendor SLA & Performance

• Establish and monitor SLAs for device repair, replacement, and vendor performance to ensure compliance with uptime and turnaround targets.
• Serve as the primary liaison between agency banking operations, ICT teams, facilities teams, and external vendors on all device-related matters.
• Produce structured operational reports on device performance to guide operational decision-making.

Knowledge and Skills:

• Strong understanding of POS devices, payment terminals, connectivity, and device infrastructure used in financial services.
• Knowledge of device lifecycle management and understanding of SLAs and vendor performance monitoring.
• Working knowledge of operational reporting tools, Microsoft Excel, and basic data analysis techniques.
• Strong technical troubleshooting and device diagnostics capability.
• Operational and project coordination skills.
• Strong problem-solving and root-cause analysis capability.
• Effective communication and training skills.
• High level of integrity

Qualifications and Experience:

• Bachelor’s degree in Information technology, Electronics engineering, Computer science, Telecommunications, or a related technical field.
• Professional certifications in IT service management, hardware maintenance, network support, or digital payments infrastructure will be an added advantage.
• Minimum 3 years’ experience in device support, payment terminal management, IT field support, or digital channel infrastructure within banking, fintech, telecom, or payments industries.
• Experience managing POS devices, payment terminals, biometric devices, or similar field technologies.
• Experience coordinating vendors, repair centers, and field technical teams under defined SLAs.
• Exposure to agency banking infrastructure, digital payments ecosystems, or financial services technology operations will be an added advantage.