Job Description:
The Level 1 IT Helpdesk Support Engineer provides first-level support for end users by diagnosing and resolving technical issues related to hardware, software, and systems used in restaurant operations. This role serves as the initial point of contact for users seeking technical assistance and is responsible for ensuring prompt and effective resolution or escalation of issues. The Helpdesk Support Engineer works with internal teams and vendors to troubleshoot, resolve, and escalate more complex problems as necessary.
Receives direction from and reports to the IT Helpdesk Manager.
** This placement initiates as a 3 month engagement with the opportunity to be extended to long term.
Responsibilities
Essential duties may include but are not limited to the following:
• Provide first-level technical support via phone, electronic submission, and remote control software to diagnose and resolve issues with restaurant systems, such as POS systems (Oracle/PAR, Micros, POSitouch), drive-thru timers, and web-based reporting systems.
• Log and track all issues in the ITSM system, ensuring timely responses and updates to users.
• Escalate unresolved or more complex issues to second-level helpdesk or external vendors when needed.
• Diagnose and resolve basic networking issues such as connectivity problems, slow network performance, and configuration errors on routers, switches, and wireless access points.
• Troubleshoot hardware problems involving desktops, printers, and other peripherals used in restaurant environments.
• Provide support for network-related issues, including IP address conflicts, network outages, and connectivity problems between restaurant systems and external applications.
• Assist in the configuration and setup of new hardware and software for restaurant implementations.
• Work closely with vendors to ensure timely repair or replacement of hardware components under maintenance agreements.
• Monitor system performance and ensure service level agreements (SLAs) are being met.
• Maintain and update user documentation and training materials for end users.
• Assist with basic troubleshooting of network connections, hardware peripherals, and standard software applications.
• Participate in system testing and deployment of updates or new tools within restaurant environments.
• Provide basic training to restaurant staff on common IT tasks and systems, helping them understand and use new technologies.
QUALIFICATIONS
• POS systems experience is needed, desktop support skills, and experience with customer service.
• Experience with PAR POS system and OLO are preferred.
•1-2 years of experience in IT helpdesk support or a related role, preferably with some exposure to restaurant or retail systems.
• Strong communication skills with the ability to clearly explain technical issues to non-technical users.
• Eagerness to learn new technologies and troubleshooting methods.
• Ability to handle stressful situations professionally and patiently while maintaining a positive attitude.
• Problem-solving mindset with attention to detail and good organizational skills.
• Capable of following established procedures and escalating more complex issues as necessary.
EDUCATION AND EXPERIENCE GUIDELINES
• Education: High school diploma or equivalent. IT certifications (CompTIA A+, Network+, etc.) are a plus.
English level: C1
We Offer:
- Fast-paced, agile software engineering culture.
- English-speaking environment and remote work flexibility.
- English language courses and referral bonuses.
About Us:
KANDA SOFTWARE is a global provider of digital platform engineering services, fostering a dynamic and inclusive culture. Join us to collaborate on innovative projects and grow your potential.
Contacts: [email protected] telegram: @aselseiit