IT Coordinator

We are a leading, fast-growing multi-brand food and beverage group operating quick-service, café and casual dining concepts across the UAE. Our outlets run on a connected technology stack cloud POS, delivery aggregators, ERP, CRM and loyalty and we are investing in automation, data and AI to deliver a faster, more consistent guest experience.

Role Summary

The IT Support Engineer – Restaurant Applications & Systems supports the business software that runs our restaurants: POS, menu management, delivery aggregators, ERP, inventory, CRM/loyalty and cloud applications. The role keeps menus, prices and data accurate across every brand and channel, and helps Operations, Finance and Supply Chain get the most from these systems.

The role works closely with the IT Support Engineer – Infrastructure & Field Support, and the two cover for each other during leave and peak periods.

Key Responsibilities

1. Application Support & Operations

• Provide L1/L2 support for restaurant and business applications; log and resolve tickets within SLA and escalate to vendors or the IT Manager when needed.
• Manage user access (joiners, movers, leavers) across POS, ERP, CRM, aggregator portals and cloud systems.
• Write and maintain user guides and SOPs, and train store and office teams on system use.

1. POS & Menu Management

• Administer the restaurant POS (Foodics preferred) across multiple brands and branches: users, roles, devices, printer/KDS routing, payment methods and settings.
• Build and maintain menus: items, modifiers, combos, prices, VAT, promotions, discounts and branch availability.
• Carry out menu and price changes across POS, kiosks, QR ordering and delivery apps, test them before go-live and check them afterwards.
• Support self-ordering kiosks, QR ordering, digital menu content and online ordering integrations.

1. Delivery & Aggregator Management

• Manage the order aggregation platform (Grubtech or similar) connecting Talabat, Deliveroo, Careem, Noon Food, Keeta and in-house ordering to the POS.
• Keep item mappings, menus, branch hours and store status in sync across all delivery channels.
• Troubleshoot missing or failed orders, menu-sync errors and integration issues; follow up with aggregator and vendor support.

1. ERP, Inventory & CRM

• Support ERP users (Odoo preferred) in inventory, purchasing, recipes/BOM and accounting modules.
• Maintain master data: items, recipes, units of measure, suppliers, outlets and prices.
• Help Supply Chain and Finance with stock counts, transfers, wastage and reconciling POS sales with ERP stock.
• Monitor POS-to-ERP and aggregator-to-POS integrations and fix sync errors.
• Support CRM and loyalty platforms and handle guest data in line with the UAE Personal Data Protection Law (PDPL).
• Support Finance with correct VAT set-up and readiness for the UAE e-invoicing mandate.

1. Cloud & Software Support

• Support AWS-hosted and SaaS applications: monitor status, backups and user access under the guidance of the IT Manager.
• Administer Microsoft 365 or Google Workspace users, licences, shared drives and MFA.
• Install and support business software on laptops and PCs, and apply updates.

1. Projects & Delivery

• Set up POS, menus, aggregator channels and ERP data for new store openings and new brand launches.
• Take part in system rollouts, upgrades and integrations: testing, user training and go-live support.
• Track tasks and report progress to the IT Manager.

1. Stakeholders, Communication & AI

• Work with Operations, Marketing (promotions), Finance and Supply Chain to understand requests and deliver system changes accurately.
• Communicate planned changes, downtime and issues clearly to outlets and departments.
• Use AI tools (e.g., ChatGPT, Claude, Copilot) and simple automation to speed up reporting, data checks and documentation, in line with data-privacy policy.

Desired Candidate Profile

• Diploma or Bachelor’s degree in IT, Computer Science, Engineering or a related field.
• 3–4 years of hands-on IT support / IT operations experience, including at least 1–2 years in F&B, hospitality or multi-site retail.
• Hands-on experience administering restaurant POS in a multi-chain, multi-brand environment, including menu management.
• Experience managing delivery aggregators and order integrations.
• Experience supporting ERP and CRM systems, including inventory processes.
• Application and software support experience, including user access management.
• Basic experience with AWS or other cloud/SaaS platforms.
• Good understanding of IT networking fundamentals to diagnose whether an issue is application or network related.
• Strong Excel / data skills for menu uploads, price lists and reports.
• Minimum 2 years of work experience in the UAE.
• Valid UAE driving licence (mandatory) and willingness to travel to outlets across all Emirates.
• Good English communication skills; able to work with store teams, other departments and vendors.

Preferred

• Hands-on experience with Foodics, Grubtech and Odoo.
• Knowledge of AI tools and automation, and interest in applying them to restaurant operations.
• Experience with kiosks, KDS, loyalty apps and online ordering platforms.
• Basic knowledge of UAE VAT and e-invoicing requirements in POS/ERP.
• Basic SQL, APIs or reporting tools (e.g., Power BI) are an advantage.
• Certifications such as ITIL 4 Foundation, AWS Certified Cloud Practitioner or Odoo functional certification.
• Arabic language skills are an advantage.

Key Competencies

• Service mindset: treats any outlet that cannot trade as a top priority.
• Problem-solving: works through issues step by step and knows when to escalate.
• Clear communication: keeps store teams, managers and colleagues updated.
• Organisation: handles several tickets, sites and tasks in the same day.
• Teamwork: covers for colleagues and shares knowledge.
• Learning agility: keen to learn new restaurant technology, cloud and AI tools.

Key Performance Indicators

• Menu and price accuracy across POS, kiosks and delivery channels.
• Failed or missing delivery orders resolved within SLA.
• Ticket response and resolution times against SLA.
• POS-to-ERP data accuracy and timely resolution of sync errors.
• New stores and brands set up in systems on time.

Working Conditions

• Based at head office with regular visits to outlets across the UAE.
• Flexible hours, including early mornings, late nights and weekends for store openings, go-lives and urgent incidents; part of an on-call rota.