AI Summary
Virtual Service Operations is seeking an IT Support Engineer (L2) to provide advanced technical support for Windows/macOS endpoints, Oracle Simphony 2 POS systems, and digital menu boards. The ideal candidate will have strong knowledge of Windows 10/11 and macOS operating systems, proficiency with Microsoft 365 suite, and experience with remote support tools.
Key Highlights
Advanced technical support for Windows/macOS endpoints
Oracle Simphony 2 POS systems
Digital menu boards
Technical Skills Required
Benefits & Perks
Competitive salary ($90,000.00 - $110,000.00)
Health benefits
Flexible work arrangements
Ongoing learning and development opportunities
Job Description
Description
Are you looking to advance your career as an IT Support Engineer? Let’s chat and see if we are a good match!
The Opportunity:
VSO is searching for a skilled L2 Support Engineer to join our team supporting a major hospitality and retail client. This role provides 24×7 remote support with focus on advanced troubleshooting, endpoint management, and exceptional customer service.
Key Responsibilities:
- Provide advanced (L2) technical support for Windows/macOS endpoints, iOS/Android mobile devices, Oracle Simphony 2 POS systems (WS625x and WS8), kiosks (Qikserve, XPR platforms including Zivelo, ELO, Pyramid, Acrelec), digital menu boards, and peripheral devices
- Troubleshoot complex issues with M365 applications (Outlook, Teams, SharePoint, OneDrive), enterprise ERP/POS systems, security agents, VPN, SSO, and MFA
- Diagnose and resolve Oracle Simphony 2 POS issues, kiosk malfunctions (Qikserve/XPR platforms), and Meraki network connectivity problems affecting restaurant and retail operations
- Perform endpoint remediation, system diagnostics, and remote assistance using ManageEngine tools
- Coordinate with field operations and on-site personnel to resolve location-specific technical issues
- Manage tickets in ManageEngine ServiceDesk Plus with focus on SLA compliance
- Document all troubleshooting steps, resolutions, and root cause analysis in the ticketing system
- Create and maintain knowledge base articles and runbooks for corporate and field operations
- Escalate complex issues to L3 support, vendors, or internal IT teams as needed
- Participate in on-call rotation to provide 24×7×365 coverage
- Conduct root cause analysis for P1 and repeated P2 incidents
- Support end-user satisfaction initiatives with target CSAT score =4/5
- Strong knowledge of Windows 10/11 and macOS operating systems
- Proficiency with Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive)
- Experience with iOS and Android mobile device support
- Working knowledge of Oracle Simphony 2 POS systems (WS625x and WS8 workstations)
- Experience supporting self-service kiosks: Qikserve and XPR platforms (Zivelo, ELO, Pyramid, Acrelec)
- Proficiency with Cisco Meraki network infrastructure (wireless access points, switches, security appliances)
- Experience with retail/hospitality technology and field operations support
- Familiarity with Active Directory/Entra ID, VPN, SSO, and MFA technologies
- Understanding of network basics (TCP/IP, DNS, DHCP, wireless connectivity)
- Experience with remote support tools (preferably ManageEngine)
- Ability to troubleshoot printers, scanners, and peripheral devices
- 4+ years of experience in L1/L2 technical support or help desk role
- Experience with ticketing systems (ManageEngine ServiceDesk Plus preferred)
- Ability to work flexible shifts including nights, weekends, and holidays as part of 24×7 coverage
- Able to work 100% remotely (nearshore or onshore location)
- Must be authorized to work in the United States
- Strong commitment to meeting SLA requirements and maintaining high customer satisfaction scores
- Oracle Simphony/MICROS certification or training
- Cisco Meraki certification (CMNA) or demonstrated Meraki experience
- CompTIA A+, Network+, or Microsoft certifications
- Experience supporting retail/hospitality environments or multi-site operations
- ITIL Foundation certification or familiarity with ITSM best practices
- Background check clearance for working with payment systems (PCI DSS environment)
- You are an excellent communicator in writing and speaking, with strong customer service orientation.
- You have the ability to work independently but also value teamwork and collaboration.
- Your problem-solving skills are excellent, and you remain calm under pressure.
- You take ownership of issues and follow through to resolution.
- You are detail-oriented with strong documentation skills.
- You are looking for a job where performance appraisals occur regularly, and you look forward to advancing your career.
- You seek a community of virtue-centered co-workers and clients.
More About VSO: VSO is a hybrid cloud and managed services consulting firm. Much of VSO’s success can be attributed to our deep partnerships with IT services industry leaders such as AWS, IBM, Microsoft and others. VSO leverages numerous other partner relationships so as to provide our customers with optimal support. Additionally, we take pride in taking care of our employees. We offer a wide variety of benefits for eligible employees related to health, retirement, professional development, and more! For more information, please visit our website at
https://vso-inc.com/careers
Salary Description
$90,000.00 - $110,000.00
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