L2/L3 Restaurant POS Support Engineer – Oracle Micros Simphony

dotSolved System Inc.; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

dotSolved System Inc. is seeking a skilled L2/L3 POS Support Engineer to support Oracle Micros Simphony across multiple locations.

The role blends frontline incident triage and hardware/network troubleshooting (L2) with root‑cause analysis, API/integration diagnostics, and vendor coordination for payment and tax systems. You will work with engineering leadership, external vendors (eThor, Clover, Adyen, Vertex) and restaurant operations teams across US and UK/EU time zones, and contribute to

Qualifications

• 3+ years hands-on with Oracle Micros Simphony — POS configuration, EMC administration, terminal setup.
• Experience troubleshooting MICROS Workstation hardware (WS6/WS8), peripherals, and thermal/performance issues.
• Solid networking fundamentals: firewall rules, port whitelisting, DNS, VPN/site-to-site, POS network outage diagnosis.
• Payment terminal integration experience — Adyen strongly preferred; familiarity with EMV and gateway connectivity.
• Hands-on with ITSM ticketing tools (ServiceNow, Jira Service Management, or equivalent).
• Ability to read API and integration logs to isolate failures across POS and downstream systems.
• Proven vendor coordination experience — escalation ownership, SLA tracking, professional pushback.
• Strong written communication — able to translate technical findings into plain language for non-technical stakeholders.

Responsibilities

• Triage and resolve L2 POS incidents including workstation, peripherals, and network issues.
• Own L3 root-cause analysis for integration failures between Simphony and payment/tax/loyalty systems.
• Administer and configure Micros Simphony via EMC: menu, service charges, workstation setup.
• Troubleshoot MICROS WS6/WS8 hardware and peripheral connectivity.
• Support payment terminal integrations (Adyen) including EMV and gateway connectivity.
• Read API/integration logs to diagnose downstream failures.
• Coordinate with third-party vendors; track SLAs and drive timely resolution.
• Assist new store openings with hardware staging and network cutover.
• Produce clear incident summaries for managers and leadership.

Skills

Simphony experience

EMC administration

WS6/WS8 hardware

Networking fundamentals

Adyen integration

ITSM tools

API log analysis

Vendor coordination

Technical writing

Tools

ServiceNow

Jira Service Management

Job description

L2/L3 Restaurant POS Support Engineer – Oracle Micros Simphony

Location: Chennai (Onsite/Hybrid/Remote) | Shift Timing: 2.00PM to 11.00PM IST (UK Shift) | Engagement Type: Full Time

About the Role

We are looking for a L2/L3 POS Support Engineer to support Oracle Micros Simphony across a multi-location, internationally expanding restaurant operation. This is a blended role — you will handle frontline incident triage and hardware/network troubleshooting (L2), while also owning root‑cause analysis, API/integration diagnostics, and vendor coordination for payment and tax systems (L3). You will work closely with engineering leadership, external vendors (eThor, Clover, Adyen, Vertex), and non-technical restaurant operations stakeholders across US and UK/EU time zones.

What You Will Do

• Triage and resolve L2 POS incidents: workstation reboots, peripheral failures, network connectivity issues
• Own L3 root‑cause analysis for integration failures between Simphony and payment, tax, and loyalty systems
• Administer and configure Oracle Micros Simphony via EMC (menu, service charges, workstation/terminal setup)
• Troubleshoot MICROS Workstation 6/8 hardware — thermal issues, peripheral (printer, cash drawer, card reader) connectivity
• Support payment terminal integrations (Adyen preferred) — EMV, card‑present transactions, gateway connectivity
• Read and interpret API/integration logs to diagnose downstream system failures
• Coordinate and escalating with third‑party vendors; track SLAs and push for timely resolution
• Support new store openings — hardware staging, network cutover, and local compliance requirements
• Produce clear, non‑technical incident summaries for restaurant managers and senior leadership

Required Skills & Experience

• 3+ years hands‑on with Oracle Micros Simphony — POS configuration, EMC administration, terminal setup
• Experience troubleshooting MICROS Workstation hardware (WS6/WS8), peripherals, and thermal/performance issues
• Solid networking fundamentals: firewall rules, port whitelisting, DNS, VPN/site‑to‑site, POS network outage diagnosis
• Payment terminal integration experience — Adyen strongly preferred; familiarity with EMV and gateway connectivity
• Hands‑on with ITSM ticketing tools (ServiceNow, Jira Service Management, or equivalent)
• Ability to read API and integration logs to isolate failures across POS and downstream systems
• Proven vendor coordination experience — escalation ownership, SLA tracking, professional pushback
• Strong written communication — able to translate technical findings into plain language for non‑technical stakeholders

Good to Have

• Experience supporting international store openings/go‑lives with network and compliance considerations
• Basic API/integration testing using Postman; familiarity with REST APIs and JSON payloads
• Understanding of Simphony STS Gen2 API — Location API vs. Cloud API distinction
• Awareness of PCI compliance requirements in POS/payments environments
• Prior exposure to luxury hospitality or high‑service‑expectation restaurant brands