Remote Tech Support Coordinator for Restaurant Ops

Push Operations; Edmonton; Hybrid; CAD 52,000 - 78,000; Full time

Benefits offered by this job

Health benefits

Wellness account

Employee Assistance Program

Employee discount

Travel opportunities

Leadership programs

Job summary

Earls Kitchen + Bar is seeking a Technical Support Coordinator to join our Technology team in Edmonton, AB, focused on applying technology to improve restaurant operations across North America.

You'll diagnose issues, design long-term solutions, and learn the ins and outs of running restaurants at scale. This role requires strong communication, problem-solving, and the ability to work with diverse systems and teams.

Qualifications

• Minimum of 1 year of technical support experience preferred.
• Proficient with Google Workspace, OS, Android, Windows, and networking fundamentals; Familiarity with Active Directory and Zendesk is an asset.
• Hospitality or retail experience preferred.
• Degree in Information Technology, Information Systems, Computer Science, or related field preferred.
• Excellent communication, leadership, problem-solving, organization, and analytical skills.
• Experience working in a team-oriented, collaborative environment, both remotely and in person.
• Demonstrated documentation and process development skills.
• Quick learner who is coachable and open to direction.
• Ability to manage high-pressure situations and handle challenging issues.
• Self-interest in keeping abreast with technology and industry best practices.

Responsibilities

• Act as the first point of contact for support-related requests via email and phone, providing Level 1 troubleshooting and escalating as needed.
• Monitor SLA targets and identify recurring issues for resolution.
• Support hardware lifecycle tasks including setup, configuration, and administration for head office and restaurant environments.
• Liaise with third-party vendors for installation, repair, or removal and support restaurant openings.
• Troubleshoot wireless networks, POS and KDS hardware, payment platforms, account management, printers, and video conferencing.
• Maintain updated documentation and suggest process improvements.
• Communicate IT changes effectively with restaurant operators and head office.
• Support cross-functional projects through implementation and analysis.
• Travel to restaurants to provide hands-on support and training; collect feedback.
• Weekend and off-hours work as required.
• Travel to restaurant openings to support all Technology and Operational needs.

Skills

Communication skills

Leadership

Problem solving

Organization

Analytical skills

Education

Bachelor's degree in IT/IS/CS or related field

Tools

Google Workspace

Windows

Android

OS

Active Directory

Zendesk

Job description

Earls Kitchen + Bar is seeking a Technical Support Coordinator to join our Technology team in Edmonton, AB, focused on applying technology to improve restaurant operations across North America.

You'll diagnose issues, design long-term solutions, and learn the ins and outs of running restaurants at scale. This role requires strong communication, problem-solving, and the ability to work with diverse systems and teams.