L2/L3 Restaurant POS Support Engineer – Oracle Micros Simphony

Dotsolved Systems, Inc.; Chennai District; On-site; INR 1,500,000 - 2,800,000; Full time

Job summary

dotSolved seeks a seasoned L2/L3 POS Support Engineer to support Oracle Micros Simphony across multiple locations in a fast-growing restaurant operation. You will handle frontline incident triage and hardware/network troubleshooting (L2) while leading root-cause analysis, API diagnostics, and vendor coordination for payments and tax systems (L3).

You will collaborate with engineering leadership and external vendors across US/UK/EU time zones, translating technical findings into clear summaries

Qualifications

• 3+ years hands-on with Oracle Micros Simphony — POS configuration and EMC administration.
• Experience troubleshooting MICROS Workstation hardware (WS6/WS8) and peripherals.
• Strong networking fundamentals: DNS, VPN, firewall rules, POS outages.
• Payment terminal integration experience — Adyen preferred; EMV knowledge.
• Proficient with ITSM ticketing tools (ServiceNow/Jira).
• Ability to read API and integration logs to isolate failures.

Responsibilities

• 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.
• Configure and administer Oracle Micros Simphony via EMC.
• Troubleshoot MICROS Workstation hardware and peripherals.
• Support payment terminal integrations (Adyen) and gateway connectivity.
• Read API/integration logs to diagnose downstream failures.
• Coordinate with third-party vendors; track SLAs and resolutions.
• Support new store openings: hardware staging and network cutover.
• Produce clear incident summaries for restaurant managers and leadership.

Skills

Oracle Micros Simphony

MICROS Workstation

Networking fundamentals

Payment terminal integration

ITSM tools

API/logs analysis

Communication

Tools

ServiceNow

Jira Service Management

Job description

dotSolved, headquartered in Silicon Valley USA, is a leading global provider of business process automation, modern application engineering, and cloud infrastructure services. dotSolved focuses on enabling digital transformations for small, medium, and large enterprises, in the following industries (but not limited to): High technology, Energy, Manufacturing, Financial Services, Media & Entertainment, Communications, Retail, Healthcare, and Education.

dotSolved drives digital transformations for enterprises by defining, automating, and optimizing complex business processes for the digital era and engineering modern, data & analytic driven, applications that deliver intended business value. With hundreds of successful implementations and experience in Big Data, ERP, and Supply Chain, dotSolved can guarantee the creation of measurable business value from project engagements leading to accelerated business growth and profitability for customers.

Job Description

Shift Timing: 2.00PM to 11.00PM IST (UK Shift)

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 escalate 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

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