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