IT Senior Engineer

Job Summary

We are looking for an experienced IT Support Engineer to manage and maintain IT infrastructure, computer hardware, networking, restaurant billing systems, POS software, printers, CCTV systems, and other technology solutions across restaurant outlets and oces.

The candidate will be responsible for troubleshooting technical issues, ensuring uninterrupted billing and order processing, coordinating with software vendors, supporting restaurant operations, and maintaining reliable IT systems across multiple locations.

Key Responsibilities

1. Computer Hardware & Software Support

• Install, congure, and maintain desktops, laptops, servers, and other IT equipment.
• Install and congure Windows OS, MS Oce, antivirus, and other essential business applications.
• Diagnose and resolve hardware, software, operating system, and performance issues.
• Perform regular system maintenance, software updates, security patches, and backups.
• Maintain IT asset inventory, software licenses, warranty details, and service records.
• Provide remote and on-site technical support to users across outlets and oces.

2. Networking & Server Management

• Install, congure, and troubleshoot LAN, WAN, Wi-Fi, routers, switches, rewalls, and internet connections.
• Diagnose network connectivity issues aecting billing systems, online orders, and business applications.
• Support server operations, shared folders, access permissions, and basic server maintenance.
• Monitor network performance and coordinate with internet service providers for connectivity issues.
• Maintain network documentation, IP address records, device congurations, and network diagrams.
• Implement basic network security measures and access controls.

3. Restaurant POS & Billing Software Support

• Install, congure, and troubleshoot restaurant POS and billing software across outlets.
• Support restaurant billing systems such as RISTA POS or other restaurant management platforms.
• Congure billing terminals, cashier systems, user accounts, taxes, payment modes, and printer mappings as authorized.
• Troubleshoot billing errors, slow systems, failed transactions, and printing issues.
• Support dine-in, takeaway, direct delivery, and third-party order processing workows.
• Ensure smooth integration between POS systems, kitchen printers, payment devices, and online ordering platforms.
• Coordinate with POS software vendors for software bugs, system errors, enhancements, and pending development issues.
• Assist with POS software updates, testing, outlet deployments, and user acceptance testing.
• Verify billing and order processing after system changes or updates.
• Support basic restaurant inventory, stock management, purchase, and sales reporting modules.

4. Online Ordering & Food Delivery Platform Support

• Provide technical support for restaurant websites, mobile applications, and online ordering systems.
• Troubleshoot menu synchronization, item availability, pricing, outlet activation, and order routing issues.
• Coordinate with POS vendors and third-party platforms such as Swiggy and Zomato to resolve integration issues.
• Monitor online order acceptance and ensure orders are transmitted correctly to the POS and kitchen.
• Escalate payment gateway, online payment, and order synchronization issues to the relevant technical teams.

5. Printer & Billing Peripheral Support

• Install, congure, and troubleshoot thermal billing printers, kitchen order ticket (KOT) printers, and laser printers.

• Congure USB, LAN, and network printer connections.

• Set up printer mappings for dine-in, takeaway, delivery, cashier, and kitchen order workows.

• Resolve paper jams, print quality issues, missing KOTs, incorrect routing, and communication errors.

• Support barcode scanners, and other billing peripherals.

• Maintain printer inventory, consumables, service records, and replacement requirements.

6. CCTV & Security Systems

• Install, congure, and troubleshoot CCTV cameras, NVR/DVR systems, and surveillance displays.
• Diagnose camera downtime, recording failures, network issues, and remote viewing problems.
• Verify camera coverage, recording status, storage availability, and system connectivity.
• Support access control systems and other IT-related security equipment, where applicable.

7. New Outlet IT Setup & Implementation

• Coordinate IT setup for new restaurant outlets, relocations, and renovations.
• Install and congure routers, rewalls, switches, Wi-Fi access points, POS terminals, printers, CCTV, and related equipment.
• Coordinate structured cabling, rack installation, power backup, and internet connectivity.
• Congure and test billing systems, KOT routing, payment devices, and network connectivity before launch.
• Conduct end-to-end testing of dine-in, takeaway, delivery, and online ordering workows.
• Prepare installation checklists, asset handover documents, and outlet IT setup reports.
• Provide technical support during outlet opening and initial stabilization.

8. User Support, Documentation & Vendor Coordination

• Maintain an IT helpdesk or issue tracker with ticket status, priority, resolution, and escalation details.
• Prepare daily/weekly issue reports, preventive maintenance reports, and downtime reports.
• Coordinate with POS, internet, CCTV, hardware, and payment vendors for issue resolution.
• Follow up on pending issues and ensure resolution within agreed timelines.
• Maintain SOPs, technical documents, conguration records, and user guides.
• Support IT audits, access reviews, security checks, and compliance requirements.

9. Preventive Maintenance & Operational Support

• Conduct scheduled preventive maintenance at restaurant outlets, oces, and warehouses.

• Inspect IT equipment, network connectivity, printers, CCTV, and billing systems.

• Perform regular backups and verify backup completion where applicable.

• Identify recurring technical issues and recommend permanent corrective actions.

• Maintain minimum spare stock for essential equipment and coordinate replacements.

• Travel to outlets as required and provide timely on-site support to minimize business disruption.

Required Technical Skills

• Strong knowledge of computer hardware, Windows operating systems, and standard business software.
• Good understanding of networking, TCP/IP, LAN/WAN, Wi-Fi, routers, switches, and rewalls.
• Experience in troubleshooting servers, printers, CCTV, and internet connectivity.
• Knowledge of restaurant POS and billing software.
• Understanding of KOT printing, thermal printers, and kitchen order routing.
• Knowledge of restaurant inventory, sales, stock, and order management systems.
• Basic knowledge of databases, integrations, APIs, and log collection is an added advantage.
• Knowledge of antivirus, endpoint security, user access management, and data backup procedures.
• Good documentation, communication, and vendor coordination skills.

Qualications & Experience

• Bachelors degree in Computer Science, Computer Engineering, Information Technology, or a related discipline.
• Hardware and Networking certication is preferred/required.
• Minimum 5+ years of experience in IT support, hardware, networking, and system maintenance.
• Knowledge on restaurant chains, QSRs, food service businesses, retail outlets, or multi-location operations is preferred.
• Hands-on experience with POS billing software and thermal/KOT printers is highly desirable.
• Ability to diagnose problems independently and work under strict deadlines.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to coordinate eectively with Operations, Finance, Procurement, vendors, and other IT team members.
• Willingness to travel frequently between outlets and provide on-site support.
• Valid two-wheeler driving licence and own two-wheeler are mandatory.

Key Performance Indicators (KPIs)

• Timely resolution of IT support tickets.

• Minimum downtime of POS billing, network, and kitchen printing systems.

• Timely resolution and escalation of critical outlet issues.

• Completion of preventive maintenance as per schedule.

• Successful IT implementation and readiness of new outlets.

• Accuracy of IT asset inventory and maintenance documentation.

• Timely follow-up and closure of vendor-related issues.

• Compliance with IT security, backup, and access control procedures.