[HCM] Global IT Support Engineer

ABOUT PIZZA 4PS
Pizza 4P's is a renowned restaurant chain with a mission to "Make the World Smile for Peace." As we expand our international presence, we're building a robust technology infrastructure to support our operations and deliver exceptional dining experiences across all locations.

POSITION OVERVIEW
Pizza 4P's is seeking a highly motivated and experienced Global IT Support Specialist to join our Technology Department. In this role, you will provide comprehensive technical assistance for our office and store operations in overseas locations, ensuring smooth operations of our IT systems and infrastructure. This role requires a proactive individual with a strong understanding of IT infrastructure, excellent problem-solving skills, and the ability to communicate effectively in English. You will be responsible for ensuring the smooth operation of our IT systems, resolving technical issues promptly, and providing support for both hardware and software applications. You will serve as a critical bridge between our technology solutions and end-users, troubleshooting issues, implementing solutions, and contributing to the stability of our global IT environment. This position may involve occasional travel to overseas locations.

WHAT YOU WILL DO

1. End-User Support:

• Serve as a primary point of contact for IT support requests via phone, email, or ticketing system for both office and store staff
• Provide first-line and second-line technical support for hardware, software, network, and system issues across multiple international locations
• Assist users with password resets, account lockouts, and access requests
• Provide remote and on-site technical assistance, including occasional travel to international restaurant locations for major deployments or critical issues

2. Hardware & Software Management:

• Install, configure, and maintain computer hardware (desktops, laptops, monitors, printers) and peripherals
• Install, configure, and update operating systems (e.g., Windows, potentially macOS) and standard office software
• Set up, configure, and deploy hardware (computers, tablets, POS terminals, printers, networking equipment) for new and existing restaurant locations
• Perform basic hardware repairs and coordinate with vendors for warranty service or more complex repairs
• Maintain an inventory of IT assets and manage the lifecycle of hardware and software

3. Network Support:

• Perform basic network troubleshooting for connectivity issues (LAN, Wi-Fi, Internet access) in office and store environments
• Assist with the setup and basic configuration of network equipment (routers, switches, access points) under supervision
• Monitor network performance and report recurring issues

4. Application Support:

• Monitor, maintain, and troubleshoot restaurant POS systems, kitchen display systems, online ordering platforms, and other restaurant-specific technologies
• Provide technical support for core business applications, including inventory software, communication platforms, etc.
• Assist with user training on basic application functions
• Escalate complex application issues to senior staff or application vendors

5. Store/Restaurant Support:

• Travel to store/restaurant locations as needed to provide on-site technical support
• Troubleshoot specific store technology, including POS terminals, payment devices, kitchen management systems (KMS), and local network setups
• Administer servers, laptop and desktop computers, monitors, printers, routers, switches, firewalls, phones, company mobile phones, smartphones, software deployment, CCTV, POS systems
• Assist with new store openings or technology rollouts

6. Documentation & Procedures:

• Document support activities, solutions, and troubleshooting steps in the helpdesk system
• Create and maintain documentation for IT systems, troubleshooting guides, and user manuals
• Contribute to the creation and maintenance of IT knowledge base articles and user guides
• Adhere to company IT policies and procedures
• Implement and maintain standardized IT operating procedures across global locations, ensuring consistency in technology deployment and support

ARE YOU A FIT?

1. Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent practical experience)
• 2+ years of experience in IT support roles, preferably in multi-location or international environments
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and networking fundamentals
• Experience with restaurant technology systems, particularly POS systems, kitchen management software, and digital ordering platforms
• Proficiency in remote troubleshooting techniques and tools
• Knowledge of IT security best practices and data protection
• Experience with cloud-based applications and services (Microsoft 365, Google Workspace)
• Strong problem-solving skills with the ability to diagnose and resolve complex technical issues
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Strong customer service orientation and patience when dealing with varying levels of technical proficiency
• Ability to work flexible hours to provide support across different time zones when necessary

2. Preferred Skills

• Experience in the hospitality or food service industry IT environments
• Knowledge of international IT regulations and compliance requirements
• Multilingual capabilities, particularly languages spoken in regions where Pizza 4P's operates
• Experience with mobile device management (MDM) solutions
• Familiarity with IT service management frameworks (ITIL) and ticketing systems
• Knowledge of network administration, including VPN, firewall configuration, and Wi-Fi management
• Experience with inventory management systems and supply chain technology
• Basic understanding of database systems and SQL
• IT certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent

JOIN US, LET’S SEE WHAT WE CAN OFFER

• Competitive salary & allowances
• 13th month salary
• 12 annual leave days
• 24/7 accident insurance
• Internal discount (~50%) for brands of Pizza 4P‘s, Ippudo, About Life Coffee, etc