Restaurant Systems Support Specialist

First, let’s talk careers. When it comes to moving forward, we’ve got your back.

We’re growing fast, so we’ll make sure you have everything you need to learn, grow and develop with us.

But that’s only just the beginning. We want you to get a taste of the good stuff too, so you'll also be able to make the most of: 

• Discretionary bonus scheme
• 25 days holiday (plus bank holidays) 
• £50k critical illness cover 
• Life insurance
• A pension (for when you finally leave us) 
• Discount vouchers for places you’ll actually want to go to 
• 70% off food and drink for friends and family 
• Cycle to work scheme
• Employee assistance programme
• Wagesteam - access your pay when you need to!

The Restaurant Systems Support Specialist is responsible for supporting and maintaining technology systems used in restaurant operations, critically POS systems. The role involves troubleshooting hardware and software issues, provide user support and assisting in system implementations and upgrades. 

The ideal candidate will have extensive experience with restaurant POS systems, an understanding of different restaurant systems software and other operational technologies, ensuring seamless restaurant operations through effective technical support. Must be a self-starter with the ability to troubleshoot and explain technical issues to end-users who may not have a technical background. 

What you'll do:

• Provide first line support for restaurant technology systems, including POS, kitchen display, online ordering and payment processing.
• Assist in the diagnosis and resolution of hardware, software and network connectivity issues.
• Ensure installations, remodels, and all business-as-usual functions meet the required standards of the business and are completed to schedule.
• Participate in review meetings with POS and Kiosk suppliers to ensure that agreed SLA’s are met and the service being received is meeting required standards.
• Continually work on improving the processes in place to ensure that downtime at stores is minimal.
• Proactively address potential issues and maintain the security of restaurant systems.
• Attend POS installations and upgrades around the UK and support implementations pre and post go-live.
• Partner with IT, operations and other BK teams to optimise technology solutions for restaurant efficiency.
• Coordinate and perform Quality Assurance testing of all POS System changes prior to implementation.
• Use your detailed knowledge of POS, networking, switches and connectivity to support and maintain the estate for multiple restaurants.
• Work independently and in a team and able to organise workflows efficiently.
• Maintain advanced/detailed knowledge bank documentation of the existing POS.
• Support the development and testing of new POS systems.
• Hybrid role with a mix of remote support, on-site troubleshooting and travel to restaurant locations, occasionally including weekends.
• Ability to lift and move IT equipment as reasonably required.
• Perform other duties as assigned.

• Microsoft, CompTIA or related field qualifications / certifications or relevant demonstrable experience 
• 2+ years of experience in restaurant IT support in the hospitality industry 
• Experience with POS implementation, installation, and configuration 
• Familiarity with retail, hospitality or QSR technology and cloud- based restaurant systems. 
• Technical experience with Point-of-Sale systems including NCR Aloha. 
• Proficient understanding of POS hardware and relevant interactions with installed Operating Systems. 
• Serve as escalation contact for POS related issues, taking responsibility to see issues to resolution. 
• Familiarity with payment processing systems and online ordering platforms. 
• Provide onsite and remote support for POS systems including training, configuration, monitoring, and customization. 
• Perform hardware and software troubleshooting with restaurant teams using strong problem solving, communication and analytical skills.
• Aid in installation, relocation and re-installation of equipment when required. 
• Understand and manage projects and programs from concept to completion. 
• Handle multiple priorities simultaneously; maintain a flexible work schedule to meet changing demands for multiple concurrent projects. 
• Basic knowledge of networking and hardware troubleshooting. 
• Improve system performance by identifying problems and recommending changes. 
• Understanding of cyber security best practices in restaurant technology. 
• Be able to communicate with employees and managers at all levels. 
• Must be able to work independently with a high degree of self-initiative.

We are a Disability Confident employer. We welcome applications from candidates of all backgrounds and experiences. If you require any adjustments or accommodations during the application or interview process, please do not hesitate to contact us, we are committed to providing a fair and accessible recruitment process for all applicants.