Job Description

About Us

We are a fast-growing software development company serving the restaurant, hospitality, and small business retail industries. Our platform provides Point of Sale (POS) and business solutions tailored to our merchants. We are looking for L1 IT Support Specialists to deliver front-line POS support and help ensure exceptional customer experiences.

Why This Role Matters

As the first point of contact for technical issues, you play a critical role in keeping businesses operational. Your work directly impacts merchant uptime, support satisfaction, and the overall reliability of our POS ecosystem.

A Day in the Life

• Answer inbound support calls and resolve issues in real time.
• Troubleshoot POS terminals, printers, kitchen devices, tablets, scanners, and peripherals.
• Diagnose network issues (IP conflicts, offline devices, router/switch connectivity).
• Review basic logs or SQL-based data points for troubleshooting.
• Document tickets clearly and completely.
• Collaborate with Support Specialists on escalated or complex cases.

If you’re someone who enjoys problem-solving, learning new systems, and helping customers succeed, this role is a strong fit.

Position Overview

The L1 IT Support Specialist provides technical troubleshooting for restaurant and retail POS systems. This role works closely with other Support Specialists to resolve incidents quickly and effectively.

Responsibilities

Technical Support & Troubleshooting

• Provide front-line POS support for restaurants, retail, and small business clients.
• Diagnose and troubleshoot hardware/software issues, including POS terminals, printers, scanners, tablets, and peripherals.
• Identify and resolve networking/broadband issues (LAN/WAN, device connectivity, IP configuration).
• Perform basic SQL-related checks and assist with database incident troubleshooting.
• Conduct technical research and collaborate with partners or internal teams for escalated resolution.

Documentation & Collaboration

• Maintain and update troubleshooting documentation, SOPs, and FAQs.
• Log accurate, detailed ticket notes for all interactions.
• Report recurring issues and contribute to long-term process improvements.
• Work with Support Specialists to ensure timely resolution of all cases.

What Success Looks Like (First 90 Days)

• Responds quickly and professionally to all incoming support requests.
• Resolves the majority of L1-level issues independently.
• Demonstrates accurate troubleshooting and proper escalation judgment.
• Maintains clean, complete, and consistent ticket documentation.
• Receives positive merchant feedback regarding communication and clarity.

Qualification & Requirement

Technical Skills

• 1+ years of IT experience; POS experience in the restaurant industry is a strong plus.
• Experience with Linux, Windows, and Android operating systems.
• Understanding of Active Directory environments.
• Basic knowledge of SQL Server/database environments.
• Knowledge of computer networking (IP addressing, routing basics, switches, DHCP).
• Experience with POS systems or payment hardware is preferred.

Professional Skills

• Customer service, help desk, or remote support experience preferred.
• Strong analytical and problem-solving abilities.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Excellent verbal and written communication skills.
• Restaurant industry experience is a plus.

Additional

• Bilingual is a plus (English + Spanish, Chinese, or Vietnamese).
• Must be organized, detail-oriented, and capable of working in a fast-paced environment.

Why Join Us?

• Opportunity to grow within a rapidly expanding tech company.
• Work directly with real-world restaurant and retail operations.
• Supportive, collaborative team environment.
• Direct impact on customer operations and system reliability.

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