The Software Support Specialist in Technology & Systems is responsible for keeping the venue’s core software running smoothly so that service, sales, and operations are not interrupted. In a fast-paced restaurant, club, or lounge environment, this role plays a critical support function by resolving software issues quickly, guiding team members on system use, and helping ensure daily operations run efficiently across all front-of-house and back-of-house systems.
This position typically sits within the Technology & Systems team and works closely with Operations, Finance, F&B, Reservations, Security, and Leadership to support the software tools used across the business. The role usually reports to the IT Manager, Systems Manager, or Head of Technology, depending on the size and structure of the venue or group.
Key responsibilities include:
- Providing first-line software support for POS, reservations, inventory, rostering, CRM, membership, and other venue systems
- Troubleshooting user issues quickly and accurately, escalating more complex problems when needed
- Supporting system setup, configuration, and user access management to ensure teams can work securely and efficiently
- Training and assisting staff so they can use software correctly and confidently
- Monitoring system performance and issue trends to help reduce repeat problems and improve service reliability
- Coordinating with vendors and internal teams to manage updates, fixes, integrations, and service requests
- Maintaining clear support records and documentation for issue tracking, process consistency, and audit purposes
The ideal person for this role is calm under pressure, highly organised, and customer-focused. They combine strong technical understanding with patience and clear communication, making it easy for non-technical team members to get the help they need. Success in this position requires attention to detail, problem-solving ability, discretion, and the flexibility to respond quickly in a live hospitality environment where uptime and responsiveness directly affect guest experience and revenue.