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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.