IT Specialist

The IT Specialist is responsible for the configuration and support of key front-of-house and back-of-house technology systems. The analyst collaborates closely with other departments to implement and maintain new and existing products and/or service offerings that improve restaurant operations and sales outcomes.

Key Responsibilities:

• Work effectively with the Technical Services Manager and adjacent teams to maintain restaurant IT systems in support of Campero USA’s strategic growth plan.
• Serve as the Level 1 and Level 2 point of contact for restaurant technology issues: intake, properly classify, and document issues reported by field teams.
• Resolve issues within established response and resolution targets, keeping tickets current and communicating status to field teams through resolution, and escalating to Senior Analysts, management, or third-party vendors when required.
• Ensure key IT systems are working as expected and per Campero USA and/or vendor guidelines, reporting recurring issues and trends to the Technical Services Manager.
• Execute assigned tasks within system rollouts and projects — site readiness, configuration, testing, and post-installation validation — following CMI and Campero USA project management processes and reporting progress to the Technical Services Manager.
• Work alongside the Data Management team to apply and validate product and price/cost configurations for Campero USA products.
• Coordinate with the Technical Services Manager and other IT teams on the replacement of faulty systems, including warranty/RMA tracking, shipping, and installation scheduling.
• Support new restaurant openings and remodels by staging equipment, validating configurations, and confirming systems are functional prior to go-live.
• Train field teams on proper usage of systems and/or coordinate with Campero USA training teams to ensure field teams are set up for success.
• Maintain accurate documentation, job aids, and knowledge base articles so recurring issues are resolved consistently across the support team.
• Follow PCI compliance and information security standards when accessing restaurant systems, payment devices, and guest data.
• Work with internal and external partners to support the various IT systems within and above the restaurant environment.
• Remain knowledgeable of advancements and developments in the field of retail systems automation and support.
• Perform other related duties and tasks as required, assigned, and directed.

Requirements:

• Bachelor’s degree in a computer science major, or equivalent experience.
• Minimum of 2 years experience in retail information technology with specializations in point of sale (POS), inventory management, and payment systems. Familiar with loyalty and online selling systems. Restaurant IT experience is preferred.
• Familiarity with NCR Aloha and/or Oracle Micros Simphony, and Synergy Suite is a plus.
• Experience working within a ticketing or service management system, with the ability to document, classify, and track issues through resolution.
• Basic understanding of PCI DSS requirements and the secure handling of payment devices and guest data.
• Bilingual proficiency in English and Spanish (required) with strong verbal and written communication skills to effectively collaborate with U.S.-based teams and stakeholders.
• Strong communication skills required, with the ability to successfully interact with internal partners, contractors, and third-party vendors.
• Must be a self-starter with attention to detail and excellent organizational skills. Must be able to work autonomously.
• Proficient in Microsoft Office products and/or management software.
• Availability to participate in an after-hours and weekend on-call rotation to support restaurant operations.