: L2 IT Support Engineer (Cloud Kitchen Operations& Outlets )

Location: Mumbai

Department: Information Technology (IT)

Reports To: Project Lead -IT

Employment Type: Full time

? Job Overview

We are looking for a proactive and hands-on L2 IT Support Engineer to ensure maximum tech uptime across our cloud kitchen locations. In this role, you will be responsible for resolving escalated technical issues related to internet connectivity, Kitchen Display Systems (KDS), POS terminals, delivery aggregator integrations, and general hardware/software infrastructure. You will play a critical role in minimizing kitchen operational downtime and managing local vendor/ISP relationships.

? Key Responsibilities

1. Network & Internet Infrastructure Management

- Monitor, troubleshoot, and maintain primary broadband and secondary (backup 4G/5G/ISP) connections across all kitchen hubs to achieve 99.95% network uptime.
- Troubleshoot routers, firewalls, switches, access points, and LAN/Wi-Fi connectivity issues on-site and remotely.
- Perform automated failover testing and monitor network latency to prevent order ingestion drops.
- Coordinate with Internet Service Providers (ISPs) to resolve outages, track ticket SLAs, and optimize circuit performance.

2. Cloud Kitchen IT Operations & Hardware Support

- Provide L2 escalation support for Kitchen Display Systems (KDS), POS terminals, thermal barcode/kitchen printers, order tablets, and handheld scanners.
- Maintain and deploy standardized Standby Hardware Kits at kitchen hubs for immediate unit swaps during hardware failures.
- Diagnose and resolve integration errors between delivery aggregator platforms and the internal POS/KDS systems,Lapotps ,Desktops .




- Perform routine preventive maintenance and hardware audits across all kitchen locations.

3. Vendor & Asset Management

- Coordinate with third-party IT hardware and POS vendors for equipment repairs, RMAs, warranty claims, and dispatch requests.
- Enforce vendor Service Level Agreements (SLAs) to ensure hardware repair turnarounds within 24 hours.
- Maintain a centralized IT asset database, tracking hardware deployment, serial numbers, inventory levels, and device health status.
- Assist the IT Manager in tracking monthly ISP billing accounts, internet service renewals, and vendor invoices.

4. Escalation & Team Support

- Act as the escalation point for L1 Support Engineers and kitchen operational staff for high-priority technical incidents.
- Document technical troubleshooting procedures, standard operating procedures (SOPs), and knowledge-base articles.

?️ Required Qualifications & Skills

- Experience: 3+ years of experience as an L2 System/Network Support Engineer, preferably in Quick Service Restaurants (QSR), Cloud Kitchens, Retail, or Hospitality.
- Networking: Solid understanding of TCP/IP, VLANs, DHCP, DNS, VPNs, Dual-WAN failover routing, and wireless network troubleshooting.
- Hardware & Systems: Hands-on experience with POS systems, Kitchen Display Systems (KDS), Laptops ,thermal receipt printers, and Android/iOS tablets ,Mobile devices.
- Integrations: Basic understanding of API integrations, webhooks, and order sync mechanisms between POS systems and food delivery aggregators.
- Soft Skills: Excellent problem-solving abilities, strong communication, and the capacity to handle high-pressure outage situations during peak kitchen hours .

📌 System Support Engineer (Bengaluru)
🏢 Curefoods
📍 Bengaluru