Restaurant System Support Specialist
The Restaurant System Support Specialist (RSSS) plays a vital role in ensuring the smooth operation of various technology systems across Tasty Restaurant Group (TRG) brands. This position provides first- and second-level support for multiple systems within our TRG restaurants, effectively triaging and escalating issues to appropriate teams when necessary.
The RSSS is responsible for troubleshooting hardware and software issues, providing user training, and serving as the primary contact for user inquiries. This role is essential in maintaining secure and continuous access to technology services, resolving problems efficiently, and adhering to IT and InfoSec best practices. The RSSS significantly contributes to the company's success by enabling employees to maintain productivity securely and efficiently.
Company Description:
Tasty Restaurant Group, headquartered in Dallas, TX, operates over 370 restaurants under the Burger King, Pizza Hut, KFC, Dunkin', Taco Bell, and Baskin Robbins brands.
Tasty is committed to building great brands by focusing on the details that ensure exceptional service and quality. We prioritize long-term growth through exceptional service, continuous improvement, and strategic acquisitions. Under the Tasty umbrella, our brands benefit from a synergistic approach that enhances all key guest attributes.
55 Burger King in 3 states
219 Pizza Hut in 12 states
97 KFC in 8 states
38 Dunkin' in 2 states
15 Taco Bells in 5 states
6 Baskin Robbins in 1 state
...And Growing
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide primary support for Tasty Chickn (KFC) and additional as-needed support for Tasty Hut (Pizza Hut), Tasty King (Burger King), and Tasty DLites (Dunkin).
Support technology with the 4-walls for restaurant operations.
Strong knowledge of hardware and software troubleshooting techniques in a multi-site environment. Familiarity with point-of-sale (POS) systems, kitchen display systems (KDS), and other restaurant technology platforms.
Assist with Pricing management, budget management, user organizational management for multiple vendors,
Monitor incoming ticket requests related to IT issues and respond within established SLAs.
Maintain daily ticket lifecycle, including opening, resolving, updating, escalating (as needed), and closing new or existing tickets.
Responsible for maintaining hardware inventory related to IT (laptops, printers, monitors, peripherals, etc.)
Assist with user onboarding and offboarding. Ability to help first-time users with setup and laptop configuration.
Assist with and troubleshooting Microsoft technologies.
Follow the established process to install, configure, and upgrade software as needed.
Provide remote and hands-on support with urgency and accuracy to users and executives.
Assist with urgent, after-hours, or weekend support issues as needed. Be part of the on-call rotation team.
Drive the diagnosis, resolution, and documentation of customer-reported issues by applying technical expertise, product knowledge, and problem-solving skills.
Follow departmental processes regarding individual and team responsibilities.
Be able to troubleshoot and support Windows desktop operating systems (Windows 10, 11)
Install MS products on*** Apple OS products. (iPhones/laptops)
Install Windows updates installation process if needed.
Ability to assist with setup and use of OneDrive.
ESSENTIAL SKILLS:
Knowledge of Microsoft technologies like OneDrive, Shared mailboxes, Teams, etc. Microsoft O365 applications (word, excel, outlook, teams, OneDrive
Basic knowledge of project management skills
Knowledge of Identity Access Management
Serve as the primary point of contact for third-party vendors and service providers responsible for supporting restaurant technology solutions.
Coordinate with vendors to escalate and resolve technical issues, track service performance, and ensure adherence to service level agreements (SLAs)
Knowledge of Apple products and technologies
Understanding of IT security best practices, threat escalation, incident handling, emerging threats, and vulnerability remediation is essential for this role.
Knowledge of Spam Filtering technologies and concepts
Familiar with Camera Systems
Experience in working within secure environments and adhering to compliance standards, such as PCI, is advantageous for this position.
Ability to communicate technical concepts clearly and concisely to non-technical users.
Intermediate knowledge of Tablet hardware (Android, iPad)
Intermediate knowledge of Smartphone support for the following Apple, Android
Knowledge of Windows operating systems up to and including Windows 10, 11 Pro
Knowledge of Microsoft 365. and be familiar with proper Calendar permission delegation.
Advanced knowledge of Laptop hardware
Knowledge of meeting platforms such as Zoom, Webex, Teams
Knowledge of multifunction printer
Must approach all tasks with great attention to detail.
Develop training materials and conduct training sessions for restaurant staff on of properly using technology systems and tools.
Create and maintain documentation, knowledge base articles, and troubleshooting guides to facilitate self-service support and enhance user proficiency.
Knowledge and ability to troubleshoot wireless technology.
Familiar with Anti-Virus solutions
Able to form strong working relationships within the team and with customers.
Follows established procedures for IT processes and helps develop new ones.
Customer Service mentality with a genuine desire to serve the customer.
Strong interpersonal, written, and verbal communication skills
Self-starter who works independently, is highly self-motivated, and goal oriented.
Resourceful and learns quickly with a thirst for knowledge.
Must be well-organized and oriented detail oriented.
Identifies additional tasks to be completed and willingly assists others.
Follows direction with focused attention.
Ongoing learner who exhibits insatiable curiosity with an interest in self-improvement
EDUCATION AND WORK EXPERIENCE REQUIREMENTS:
Minimum of B.A/B.S. degree in Computer Science or related experience required.
Minimum 3-4 years of helpdesk experience required.
A valid U.S. drivers license is required.
Microsoft MCP a plus.
Brand: Tasty Restaurant Group
Address: 6201 W Plano Parkway Plano, TX - 75093
Property Description: Restaurant Support Center
Property Number: RSC01