Technical Support Coordinator

Earls; Edmonton; On-site; 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

Are you detail-oriented, self-motivated, and like to take ownership of problems? If so, we are looking for you!

Earls Kitchen + Bar is looking for a Technical Support Coordinator to join our Technology team in Edmonton, AB, where we are focused on applying technology to tackle real-world problems to make Earls locations the best-run restaurants in North America.

We’re looking for someone with broad technical knowledge who enjoys problem-solving, has the drive to help others, and has great communication skills. You’ll be working with our support team to diagnose and troubleshoot issues as they come up and design long-term solutions where possible. You’ll learn the ins and outs of running restaurants at scale, work with a wide variety of systems and technologies, and support great people. If you are a people person with a knack for problem-solving who is excited to shape the future of restaurant technology, we want to hear from you!

Schedule & Travel

• Schedule: A 4-by-10 work week (Sunday to Wednesday, 7 AM to 5 PM MST). Note: Work hours may be subject to change based on business needs.
• Travel: This is a remote position based in Edmonton, AB. Travel is required for new restaurant openings across Canada and the US, and locally within Edmonton, AB, to support Technology and Operational needs.

Role Responsibilities

• Act as the first point of contact for support-related requests via email and phone, providing Level 1 troubleshooting for technology-related issues and escalating to Level 2, 3, and 4 as needed.
• Monitor and ensure adherence to Service Level Agreement targets while identifying and resolving recurring issues.
• Support hardware lifecycle tasks, including setup, configuration, troubleshooting, and administration for head office and restaurant environments.
• Liaise with third-party vendors for technology installation, repair, or removal, and support restaurant openings with operational needs.
• Troubleshoot wireless networks, telecommunications systems, POS and KDS hardware, payment platforms, account management, printers, and video conferencing solutions to ensure day-to-day full system functionality.
• Support the upkeep of accuracy in all processes and documentation to ensure they are up to date, suggesting relevant updates and addressing gaps.
• Communicate IT changes effectively with restaurant operators and the head office to ensure smooth transitions.
• Support cross-functional projects through implementation, analysis, and execution.
• Travel to restaurants to provide hands-on support, training, and collect feedback from end users.
• Weekend and off-hours work as required.
• Travel to restaurant openings to support all Technology and Operational needs, including hardware installation, troubleshooting, and live support.

Qualifications

• Minimum of 1 year of technical support experience is preferred.
• Competent with technology and proficient with Google Workspace, OS, Android, and Windows, and networking fundamentals. Familiarity with Active Directory and IT ticketing platforms such as Zendesk is an asset.
• Previous or current hospitality or retail experience is preferred.
• A degree in Information Technology, Information Systems, Computer Science, or a 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 enjoys new challenges and is coachable and open to direction.
• Ability to manage high-pressure situations and deal with challenging issues.
• Self-interest in keeping abreast with technology and industry best practices.

Bonus Points

• A sense of humour.
• A serious passion for food - we like to eat around here (sometimes wine is involved).
• Open to personal development and growth.
• The drive to succeed and the passion to be a part of Earls growth.
• Big team player – able to be both a leader and also support those around them.

What We Offer

• Competitive annual salary, commensurate with experience and qualifications, complemented by all the perks and benefits below. Individual pay is based on job-related skills, relevant experience, education and/or training, and internal equity.
• Comprehensive health care benefits effective from your first day
• A healthy lifestyle spending account to support you in living your best life
• Employee Assistance Program
• Earls 50% discount card for food and drinks at all Earls Kitchen + Bar, the Beachhouse, Birdies Eats & Drinks, LOCAL Public Eatery, and JOEY Restaurants locations
• Make Life Awesome Week
• Opportunity to be a part of our partner-led Employee Resource Groups (ERG), designed to bring our greater communities together through mutual causes and shared experiences
• Travel opportunities for company events, new restaurant openings, and more!
• Leadership programs with career development and opportunities for advancement
• Awards, recognitions, team-building events, and more!

Earls is an equal‑opportunity employer. We are committed to a diverse and inclusive workplace, free from discrimination. We believe bringing together people of all backgrounds, experiences, and abilities is essential to our success, and brings us closer to living our purpose to Make Life Awesome.

All employment decisions inclusive of recruiting, hiring, compensation, promotions, and terminations are based on qualifications, competencies, and merit, without the consideration of any legally protected ground. Reasonable accommodations are available upon request.