{"id":681996,"url":"https://alion.io/job/tarro-it-support-engineer","title":"IT Support Engineer","company":{"id":685537,"name":"Tarro","domain":"tarro.com","url":"https://alion.io/company/tarro","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"D","score":51,"open_postings":28,"ghost_share":0.821,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Ansible","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"Jenkins","optional":false},{"name":"Jira","optional":false},{"name":"Opsgenie","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-01T06:52:43Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-11-06T21:22:32Z","board_verified":true,"closed_at":null,"days_open":66,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":65},"description":"IT Support Engineer Job Description\n__________________________________________\nAbout Us\nHere at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.\nWe obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.\nTarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023.\nTo learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!\nWhat we’re looking for\nTarro is looking for a highly capable IT Support Engineer to provide on-site or via remote technical support for end-users experiencing hardware, software, and networking issues. He/She will assist with software installations, network failures, hardware malfunctions, and other IT-related issues.\nWhat you’ll accomplish\nMonitor and maintain computer systems and networks.\n\nInstalling and configuring computer hardware, software, systems, networks, printers, and scanners\n\nResearch and identify solutions to software and hardware issues\n\nResponding in a timely manner to service issues and requests\n\nProvide phone, email and chat support\n\nProvide troubleshooting and debugging of production application and general network troubleshooting\n\nTransition application issues to the engineering team and open and follow up with support tickets for IT Vendors we work with\n\nEscalate critical issues and roadblocks to the next tier of Support.\n\nYear 1 Deliverables\n1. Stabilize Daily IT Support Operations\nRespond to and resolve support tickets within agreed SLAs.\n\nAddress recurring end-user issues to reduce repeat incidents.\n\nEnsure seamless support across hardware, software, and network concerns.\n\n 2. Improve End-User Experience\nStreamline onboarding/offboarding processes (device setup, account provisioning).\n\nStandardize and document support procedures for frequently asked issues.\n\nProvide training or quick guides for common tools (VPN, remote tools, and etc.).\n\n3. Asset & Inventory Management\nReconcile and update the IT asset inventory.\n\nEnsure all devices are tagged, tracked, and properly recorded in the system.\n\nImplement a process for timely return of equipment from offboarded employees.\n\n 4. Enhance System Reliability and Performance\nMonitor and troubleshoot system performance (connectivity, login failures, etc.).\n\nIdentify and resolve root causes of recurring IT incidents.\n\nSupport rollouts or upgrades of software, systems, or patches.\n\n 5. Contribute to IT Projects\nAssist in the deployment of tools (e.g., MDM, endpoint protection).\n\nParticipate in office relocations, network upgrades, or new site setups if applicable.\n\n6. Build Knowledge Base and Internal Documentation\nContribute to the development of internal IT documentation.\n\nHelp define and document standard IT procedures.\n\n7. Strengthen Collaboration with Other Teams\nAct as a bridge between users and higher-tier IT teams or vendors.\n\nEnsure smooth communication and handovers on escalated issues.\n\n 8. Incident Management\nFacilitates the incident response and internal updates.\n\nMay create incidents if they come through the service desk (WIT tickets.)\n\nOpens the bridge and informs the Incident Manager (IM) and the channel about the bridge details, and provides continuous updates in the communication channel.\n\nAssists the Incident Manager in paging the right engineering team (SME) and keep track of acknowledgement in OpsGenie.\n\nAbout You\nExtensive experience with Linux, Windows and MacOS.\n\nAt Least 2 years of experience with operations and handling production support issues\n\nBasic network administration (WAN, LAN, DNS and DHCP)\n\nWorking knowledge of basic network tools (ssh, ping, telnet,traceroute, and etc.)\n\nKnowledge of and/or working experience with ITAM,MDM, Google Workspace and Jira ticketing.\n\nExperience troubleshooting problems and deploying fixes and upgrades to production using Jenkins and Ansible.\n\nKnowledge of and/or working experience with dashboards such as Grafana.\n\nMust be able to work night shift and be flexible to work off-hours and weekends if required\n\nExcellent verbal and written communication skills, in person, by telephone, and with teams\n\nBonus Points\nAbility to document troubleshooting steps, resolutions, and workflows.\n\nExperience in creating technical guides and user documentation.\nIf you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!\nTarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.","description_format":"text","description_chars":5966,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems"],"lifecycle":[{"event":"open","at":"2026-09-10T23:41:43Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.269,"p_room":0.28,"age_days":65,"expected_fill_days":28,"reasons":["conf:2","stale_co","win:tail","crowd:junior"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/tarro-it-support-engineer","json_url":"https://alion.io/job/tarro-it-support-engineer.json","meta":{"generated_at":"2026-11-07T01:08:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2779,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685537},"rest":"https://alion.io/mcp/rest/get_company?id=685537"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftarro-it-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftarro-it-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftarro-it-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tarro-it-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftarro-it-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":681996}},{"tool":"search_jobs","arguments":{"company":"tarro.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":681996},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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