QSR / Restaurant IT / POS Support

Specific Gravity Group; United States; Remote; USD 28,413 - 40,467; Full time

Job summary

A hospitality technology support company is seeking a Hospitality Tech Support engineer to provide remote support and training for clients. The role requires a minimum of 6 years of experience in technical support, preferably within the Hospitality sector. Key responsibilities include maintaining service tickets, troubleshooting hardware and software issues, and collaborating with clients. This full-time position offers a starting pay of $25/hour and is fully remote, focusing on delivering excellent customer service and effective IT solutions.

Qualifications

• Minimum of 6 years in technical support role providing IT support, especially in Hospitality.
• Experience with help desk ticketing systems.
• Proficient in POS hardware/software installation and maintenance.
• Excellent communication and customer service skills.

Responsibilities

• Provide remote support and training via phone or video session.
• Maintain tickets in ticketing system (Connectwise).
• Manage, troubleshoot, and support POS and networks in client environments.
• Dispatch technicians as necessary.

Skills

Troubleshooting Hospitality end-user issues

Customer service skills

Time management

Communication skills

Tools

Connectwise

POS systems

Windows hardware/software

Mac hardware/software

Job description

Specific Gravity Group, Inc. (SpecGravity) works exclusively with multiunit hospitality (QSR, Fast Casual, Restaurant, etc.) and retail brands internationally. Providing a fully managed option for technology operations and support in brands without an IT department, and a co‑managed option for brands with a small or single person IT department in need of extra support, SpecGravity works with Hospitality and Retail brands of all sizes. SpecGravity has proven experience tackling complex NSO (New Store Opening), Rollouts, Field Support, Cybersecurity, and General IT Support nationally, and is seeking a Hospitality Tech Support engineer to join the team and continue its track record of excellence as it grows and expands.

Payrate starts at $25 / hr.

This individual will work incoming and existing tickets via phone call and ticketing system, work one on one with clients, and make impactful decisions on a daily basis. This is the perfect role for someone with a background in supporting Hospitality operations, looking to work freely, independently, learning and growing their career with Sys Admin work, as well as gain exposure to Project Management. With clients across the US, and rapidly scaling and growing, this position will focus on troubleshooting client issues, and the responsibilities can grow as the individual does.

Responsibilities

• Provide remote support and training for clients via phone or remote video session tools.
• Answer IT service desk calls, emails, chats, and text, maintaining tickets in the ticketing system (Connectwise).
• Create, update, and close tickets / incidents and service requests.
• Adhere to IT processes and SOPs.
• Dispatch technicians as necessary to fix issues.
• Manage, maintain, troubleshoot and support POS, networks, hardware, software, and other related peripherals in client environments.
• Review and respond to remote monitoring and management (RMM) system alerts and notifications.

Requirements

• Minimum of 6 years experience in a technical support role providing service desk IT support, POS support, network support, etc. specializing in troubleshooting Hospitality (restaurant, QSR, Fast Casual, etc.) end‑user issues with hardware and software.
• Previous experience with help desk ticketing systems.
• Experience monitoring, alerting, and taking proactive action.
• Experience with POS hardware and software installation and maintenance.
• Experience with Windows and Mac hardware and software installation and support.
• Experience with Network hardware and software.
• Experience managing clients and expectations.
• Excellent time management, communication, and customer service skills.
• Ability to act independently, with initiative in a customer environment, as well as the ability to engage and collaborate with other IT Service and support teams to find and implement resolutions.

Experience

• Hospitality or Retail IT Support: 4 years
• IT Help Desk Experience: 6 years

Preferred Experience

• Experience working alternate / evening schedule.

Job Type: Full-time

Pay Rate: $25 / hr.

Location: Remote