Restaurant Technology IT Support

About the role

Americana is looking for an IT Support specialist to provide reliable onsite and remote technical support for restaurant technology across its UAE restaurant network. The role ensures POS, KDS, BOH and related systems run with minimal downtime, incidents are resolved within SLA, and new restaurant openings are delivered technology-ready.

Key responsibilities

• Support restaurant IT systems across the UAE, installing, configuring, maintaining and troubleshooting NCR Aloha POS, KDS, BOH and related applications, including terminals, kitchen display systems, printers, cash drawers and peripherals.
• Perform hardware diagnostics, component replacement and preventive maintenance, and troubleshoot Windows systems, local networks and connectivity issues.
• Manage incidents and service requests through the ITSM service desk, prioritise by business impact, meet SLA targets and document tickets accurately.
• Support IT setup and deployment for new openings and renovations, testing POS systems, KDS and printers before opening.
• Work with restaurant operations, internal IT teams and external vendors to minimise downtime and prepare technical reports.

Required profile

• Minimum 4+ years of relevant experience in the GCC; UAE experience preferred.
• Bachelor's degree or diploma in Information Technology, Computer Science or a related field; equivalent experience considered.
• Relevant experience in IT technical support, preferably in the restaurant, retail or hospitality industry.
• Experience supporting multiple sites is an advantage; UAE driving licence preferred.

Required skills

• Hands-on experience with POS systems, preferably NCR Aloha.
• Knowledge of KDS, BOH systems, kitchen printers and restaurant peripherals.
• Good understanding of Windows, hardware troubleshooting and networking fundamentals.
• Experience with ITSM tools, incident management and SLA-based support.
• Strong analytical, troubleshooting, communication and coordination skills, able to work onsite and remotely across multiple locations.