Technical Support Specialist

About Americana Since its inception in Kuwait back in 1964, Americana Group has grown into one of the largest and most successful corporations in the Middle East and North Africa region (MENA). Americana Group is managed to world-class corporate standards, with activities spanning 13 countries and a payroll of over 60,000 employees from 21 nationalities. Accountabilities & Responsibilities Senior IT Systems Analyst works according to the action plans & project schedules agreed by the RT Manager/Team Leader. Analyst I will be accountable for delivering the required support for all RT aspects. In line with the Service Level Agreement to our customers (restaurants). Responsibilities

• Senior IT Systems Analyst will deliver L1 & L2 support of all aspects of technology (systems, software, hardware).
• Focus on teamwork, service excellence and ownership for resolving customer issues on time.
• Capable of handling any escalations from L1 Support and any critical IT Support cases based on availability.
• Experienced in debugging issues and evaluating system and application logs.
• Install and maintain POS system & in-store applications.
• Resolve the tickets logged on the service desk.
• Contribute proactively to new service development.
• Maintain POS Data polling and uploading to ERP system & validate within the company policy.
• Hardware/software staging for new store openings, store remodeling, and closures.
• Coordinate hardware installation & maintenance with service providers.
• Maintain the lab & testing environment.
• Onsite support when needed to provide prompt Resolution for Critical Outage.
• Achieving the new project implementation in the time frame with high accuracy as Required.
• Undertake the mission of transportation to remote areas achieving the Required Maintenance.
• Undertake other duties as assigned by the RT Manager and or RT Team Leader.
• Monitor and maintain - LAN and internal network support.
• Experienced to handle Windows systems and basic network administration (configuration and management) – L2 Level Skills are expected.

Qualifications Restaurant/Hospitality IT Experience / NCR Aloha / POS support experience is a MUST. Bachelor's degree in information technology or other business discipline. Must possess intellectual curiosity and demonstrate a passion for the retail industry. Ability to work effectively in a fast-paced, dynamic environment. Excellent knowledge of Restaurant Technology systems and infrastructure, knowledge of NCR is an advantage. Superior analytical and problem-solving capabilities. Shift Timings Readiness to work on rotational shifts. (always 9-hour shifts- with 2 days Off only on Alternate Weekend). Ready to accept 1-hour extension on daily duty in case of any critical case handling. 3 Shift Timings -- from 10 AM -7 PM, 11 AM – 8 PM, and from 7:30 PM -5:30AM (Indian Standard Time).