[HN] IT Support Engineer

POSITION OVERVIEW

The role of the IT Support Engineer is working to ensure the day-to-day smooth running of IT infrastructure and network system, then supporting all Stores and Office‘s best performance externally and internally. You‘ll be responsible for troubleshooting technical issues, implementing IT solutions, and providing exceptional support to staff across all locations.

WHAT YOU WILL DO

1. End-User Support:

• Serve as a primary point of contact for IT support requests via phone, email, or ticketing system for both office and store staff

• Provide timely and effective technical assistance for hardware, software, and network-related issues

• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, peripherals, and Point-of-Sale (POS) systems

• Assist users with password resets, account lockouts, and access requests

2. Hardware & Software Management:

• Install, configure, and maintain computer hardware (desktops, laptops, monitors, printers) and peripherals

• Install, configure, and update operating systems (e.g., Windows, potentially macOS) and standard office software

• Install and support specific business applications used in the office and stores (e.g., POS software, inventory management, scheduling tools)

• Perform basic hardware repairs and coordinate with vendors for warranty service or more complex repairs

• Maintain an inventory of IT assets

3. Network Support:

• Perform basic network troubleshooting for connectivity issues (LAN, Wi-Fi, Internet access) in office and store environments

• Assist with the setup and basic configuration of network equipment (routers, switches, access points) under supervision

• Monitor network performance and report recurring issues

• Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure

4. Application Support:

• Provide technical support for core business applications, including POS systems, inventory software, communication platforms, etc.

• Assist with user training on basic application functions

• Escalate complex application issues to senior staff or application vendors

5. Store/Restaurant Support:

• Travel to store/restaurant locations as needed to provide on-site technical support

• Troubleshoot specific store technology, including POS terminals, payment devices, kitchen management systems (KMS), and local network setups

• Assist with new store openings or technology rollouts

6. Documentation & Procedures:

• Document support activities, solutions, and troubleshooting steps in the helpdesk system

• Contribute to the creation and maintenance of IT knowledge base articles and user guides

• Adhere to company IT policies and procedures

7. Support System:

• Administer servers, laptop and desktop computers, monitors, printers, routers, switches, firewalls, phones, company mobile phones, smartphones, software deployment, CCTV, POS systems

• Ensure all IT systems, networks and databases can run smoothly and assure data synchronization

• Implement and maintain IT security measures including access controls, antivirus protection, and security protocols

• Manage user accounts, permissions, and access rights according to company policies

• Respond to emergency IT situations, including after-hours support on a rotational basis

Example Projects

• Implementing standardized POS deployment across new restaurant openings

• Designing and deploying secure WiFi solutions for customer and operational use

• Creating and conducting technical training programs for restaurant staff

• Developing disaster recovery protocols for critical restaurant systems

1. Required Qualifications

• Bachelor‘s degree in Computer Science, Information Technology, or related field (or equivalent practical experience)

• 2+ years of experience in IT support, technical support, or a similar role

• Strong knowledge of computer hardware, operating systems (Windows, macOS, Linux), and networking concepts

• Experience with restaurant POS systems and hospitality technology solutions

• Proficiency in network troubleshooting and configuration (LAN/WAN, TCP/IP, VPN, DHCP, DNS)

• Practical experience with IT security principles and implementation of security measures

• Solid understanding of cloud services and SaaS applications

• Knowledge of IT service management practices and ticketing systems

• Strong problem-solving skills with the ability to diagnose and resolve complex technical issues

• Excellent communication skills with the ability to explain technical concepts to non-technical users

• Customer service orientation with patience and empathy when dealing with user issues

• Ability to work flexible hours when required for emergency support

2. Preferred Skills

• Experience in the hospitality or food service industry

• Experience with Google Workspace (Gmail, Drive, Admin Console, etc.)

• CompTIA A+, Network+, or other relevant IT certifications

• Familiarity with mobile device management and endpoint security solutions

• Experience with remote support tools and technologies

• Knowledge of inventory management systems and kitchen management technology

• Understanding of payment processing systems and PCI compliance requirements

• Experience with IT infrastructure monitoring tools

• Basic scripting skills (PowerShell, Bash, Python) for automation of routine tasks

• Familiarity with digital menu boards and customer-facing technology

• Knowledge of VoIP phone systems and unified communications

• Experience with CCTV systems installation and maintenance