IT Support Technician

Americana Restaurants; Sharjah; Hybrid; AED 120,000 - 180,000; Full time

Job summary

Americana Restaurants in the UAE seeks an experienced IT Support Engineer to provide onsite and remote technical support for restaurant technology across the network. You will install, configure, and troubleshoot NCR Aloha POS, KDS, BOH, printers, and peripherals; manage incidents in the ITSM system; and ensure SLA targets are met while supporting openings and renovations.

Candidates should have 4+ years GCC/UAE experience, a IT degree or diploma, and strong knowledge of Windows, networks, and

Qualifications

• Must have 4+ years GCC/UAE experience in IT support.

Responsibilities

• Provide onsite and remote technical support for restaurant IT systems across the UAE.
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Skills

POS systems

NCR Aloha

KDS

BOH systems

Kitchen peripherals

Windows OS

Hardware troubleshooting

Networking fundamentals

ITSM tools

Incident management

SLA-based support

Database troubleshooting

POS application support

Analytical skills

Communication

Coordination

Onsite & remote support

Education

Bachelor’s degree or diploma in IT/CS

Tools

NCR Aloha

Job description

Job Purpose:

To provide reliable onsite and remote technical support for restaurant technology across Americana’s UAE restaurant network, ensuring POS, KDS, BOH and related systems run with minimal downtime, incidents are resolved within SLA, and new restaurant openings are delivered technology-ready.

Key Responsibilities:

1) Restaurant Systems Support

• Provide onsite and remote technical support for restaurant IT systems across the UAE.
• Install, configure, maintain, and troubleshoot NCR Aloha POS, KDS, BOH, and related restaurant applications.
• Support POS terminals, kitchen display systems, kitchen printers, receipt printers, cash drawers, and associated peripherals.
• Troubleshoot application, database, operating system, and hardware issues affecting restaurant operations.
• Support restaurant applications, menu updates, promotions, and integrations as required.

2) Hardware and Infrastructure Support

• Perform hardware diagnostics, component replacement, and preventive maintenance.
• Troubleshoot Windows-based systems, local networks, connectivity issues, and restaurant peripherals.
• Support servers, workstations, and other restaurant IT equipment.
• Coordinate with vendors and internal infrastructure teams to resolve complex technical issues.

3) Incident and Service Request Management

• Manage incidents and service requests through the ITSM service desk system.
• Prioritize incidents according to business impact and urgency.
• Ensure timely resolution and compliance with established SLA targets.
• Maintain accurate ticket documentation, troubleshooting records, and resolution details.
• Escalate recurring or complex issues to the relevant technical teams.
• Support IT setup and deployment for new restaurant openings and renovations.
• Install, configure, and test POS systems, KDS, printers, and related equipment.
• Coordinate with project teams, vendors, and restaurant operations to ensure readiness before opening.
• Assist with system upgrades, equipment replacements, and technology improvements.

4) Operational Support and Coordination

• Operational Support and Coordination
• Work closely with restaurant operations, internal IT teams, and external service providers.
• Minimize downtime and maintain business continuity for restaurant technology services.
• Perform preventive maintenance and follow established IT procedures.
• Prepare technical reports and provide updates on incidents, projects, and operational issues.
• Hands-on experience with POS systems, preferably NCR Aloha.
• Knowledge of KDS, BOH systems, kitchen printers, and restaurant peripherals.
• Good understanding of Windows operating systems, hardware troubleshooting, and networking fundamentals.
• Experience with ITSM tools, incident management, and SLA-based support.
• Knowledge of database troubleshooting and POS application support.
• Strong analytical, troubleshooting, communication, and coordination skills.
• Ability to provide onsite and remote support across multiple locations.
• Compliance with agreed SLA targets.
• Timely resolution of incidents and service requests.
• Reduction in recurring incidents and restaurant system downtime.
• Successful completion of preventive maintenance activities.
• Successful IT deployment and readiness for new restaurant openings.
• Accuracy of ticket documentation and quality of technical support.

Qualification: -

• Minimum 4+ years of relevant experience in the GCC; UAE experience is preferred.
• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field; equivalent relevant experience will be considered.
• Relevant experience in IT technical support, preferably within the restaurant, retail, or hospitality industry.
• Experience supporting multiple sites is an advantage.
• UAE Driving License preferred

Experience: -

• Minimum 4+ years in the GCC (UAE preferred)

Job Specific Skills:

• Hands-on experience with POS systems, preferably NCR Aloha.
• Knowledge of KDS, BOH systems, kitchen printers, and restaurant peripherals.
• Good understanding of Windows operating systems, hardware troubleshooting, and networking fundamentals.
• Experience with ITSM tools, incident management, and SLA-based support.
• Knowledge of database troubleshooting and POS application support.
• Strong analytical, troubleshooting, communication, and coordination skills.
• Ability to provide onsite and remote support across multiple locations.