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Technical Support and Service Excellence Specialist

2 months ago

Chandigarh, Chandigarh, India Americana Restaurants Full time

About Americana Restaurants

We offer a competitive salary of KD 800 - KD 1,200 per month, depending on experience.

Job Description:

As a Technical Support and Service Excellence Specialist at Americana Restaurants, you will be responsible for delivering exceptional technical support and service excellence to our customers. You will work closely with the RT Manager/Team Leader to ensure that all technical aspects are met according to agreed action plans and project schedules.

Responsibilities:

  • Deliver L1 & L2 support for all technology aspects (systems, software, hardware)
  • Foster teamwork, service excellence, and ownership in resolving customer issues on time
  • Capable of handling escalations from L1 Support and critical IT Support cases based on availability
  • Experienced in debugging issues and evaluating system and application logs
  • Install and maintain POS system & in-store applications
  • Resolve tickets logged on the service desk
  • Contribute proactively to new service development
  • Maintain POS Data polling and uploading to ERP system & validate within company policy
  • Hardware/software staging for new store openings, store remodeling, and closures
  • Coordinate hardware installation & maintenance with service providers
  • Maintain the lab & testing environment
  • Onsite support when needed to provide prompt resolution for Critical Outage
  • Achieving new project implementation in the time frame with high accuracy as required
  • Undertake mission of transportation to remote areas achieving required maintenance
  • Undertake other duties as assigned by the RT Manager and or RT Team Leader
  • Monitor and maintain LAN and internal network support
  • Experienced to handle Windows systems and basic network administration (configuration and management) – L2 Level Skills expected

Qualifications:

Restaurant/Hospitality IT Experience / NCR Aloha / POS support experience is a MUST.

Bachelor's degree in information technology or other business discipline.

Must possess intellectual curiosity and demonstrate a passion for the retail industry.

Ability to work effectively in a fast-paced, dynamic environment.

Excellent knowledge of Restaurant Technology systems and infrastructure, knowledge of NCR is an advantage.

Superior analytical and problem-solving capabilities.

Shift Timings:

Readiness to work on rotational shifts. Always 9-hour shifts with 2 days off only on alternate weekends.

Ready to accept 1-hour extension on daily duty in case of any critical case handling.

Three shift timings: 10 AM - 7 PM, 11 AM – 8 PM, and from 7:30 PM - 5:30 AM (Indian Standard Time).