L2/L3 Restaurant POS Support Engineer Oracle Micros Simphony

Company : Dotsolved System Inc

Job Type : Full Time

Chennai, India

Job Description - L2/L3 Restaurant POS Support Engineer Oracle Micros Simphony

Position: L2/L3 Restaurant POS Support Engineer – Oracle Micros Simphony

Location: Chennai (Onsite/Hybrid/Remote)

Shift Timing: 2.00PM to 11.00PM IST (UK Shift)

Engagement Type: Full Time

About the Role: We are looking for a L2/L3 POS Support Engineer to support Oracle Micros Simphony across a multi -location, internationally expanding restaurant operation. This is a blended role — you will handle frontline incident triage and hardware/network troubleshooting (L2), while also owning root -cause analysis, API/integration diagnostics, and vendor coordination for payment and tax systems (L3). You will work closely with engineering leadership, external vendors (eThor, Clover, Adyen, Vertex), and non -technical restaurant operations stakeholders across US and UK/EU time zones.

What You Will Do:

Triage and resolve L2 POS incidents: workstation reboots, peripheral failures, network connectivity issues
Own L3 root -cause analysis for integration failures between Simphony and payment, tax, and loyalty systems
Administer and configure Oracle Micros Simphony via EMC (menu, service charges, workstation/terminal setup)
Troubleshoot MICROS Workstation 6/8 hardware — thermal issues, peripheral (printer, cash drawer, card reader) connectivity
Support payment terminal integrations (Adyen preferred) — EMV, card -present transactions, gateway connectivity
Read and interpret API/integration logs to diagnose downstream system failures
Coordinate and escalate with third -party vendors; track SLAs and push for timely resolution
Support new store openings — hardware staging, network cutover, and local compliance requirements
Produce clear, non -technical incident summaries for restaurant managers and senior leadership

Required Skills & Experience:

3+ years hands -on with Oracle Micros Simphony — POS configuration, EMC administration, terminal setup
Experience troubleshooting MICROS Workstation hardware (WS6/WS8), peripherals, and thermal/performance issues
Solid networking fundamentals: firewall rules, port whitelisting, DNS, VPN/site -to -site, POS network outage diagnosis
Payment terminal integration experience — Adyen strongly preferred; familiarity with EMV and gateway connectivity
Hands -on with ITSM ticketing tools (ServiceNow, Jira Service Management, or equivalent)
Ability to read API and integration logs to isolate failures across POS and downstream systems
Proven vendor coordination experience — escalation ownership, SLA tracking, professional pushback
Strong written communication — able to translate technical findings into plain language for non -technical stakeholders

Good to Have:

Experience supporting international store openings/go -lives with network and compliance considerations
Basic API/integration testing using Postman; familiarity with REST APIs and JSON payloads
Understanding of Simphony STS Gen2 API — Location API vs. Cloud API distinction
Awareness of PCI compliance requirements in POS/payments environments
Prior exposure to luxury hospitality or high -service -expectation restaurant brands

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