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Restaurant Systems Support
Ref No.: 17-03753
Location: Irving, Texas
Position Type:Full Time/Contract
Experience Level: 3 Years
Start Date: 09/13/2017

Paladin Consulting is currently hiring a Restaurant Systems Support Technician to join our team working onsite at our client's office located in Irving, TX. This individual will provide Desk Top Support for the Aloha Restaurant System for 135 locations nationwide. They will also be providing desktop support for the companies Field Support as well as all the Executives and Directors.

Job Title: Restaurant Systems Support
Work Location: Irving, TX
Duration: Permanent
Education/Experience Required:

Job Description & Responsibilities:

This individual will provide Desk Top Support for the Aloha Restaurant System for 135 locations nationwide. They will also be providing desktop support for the companies Field Support as well as all the Executives and Directors.

Title:       Department: 
Information Technology
Restaurant Systems Engineer
Exempt   2017
Job Summary
The Restaurant Systems Engineer is a critical role within the On the Border Information Technology team.
The Restaurant Systems Engineer must be capable as a hands-on tactical player able to implement and support all facets of the company’s Restaurant Systems.  The Engineer will support the company’s Restaurant Systems ecosystem including software and hardware in the Front-of-House, Back-of-House, mobile devices, AV Systems, etc.  The role is part of a small in-house team of support personnel dedicated to supporting restaurant systems and operators.  This position is also responsible for working with several third-party vendors (and their SLAs) who provide 1st and 2nd level help desk support, network services, 3rd party business applications, and overall system functionality.
A critical component of this role is the ability to act as a single point of contact partnering with peer department stake holders and executing the tasks to deliver the solution.  Knowledge of accounting, payroll, financial, and restaurant/retail operations is a plus.
Key Performance Elements/Essential Functions
Specific Areas of Focus Include
Support of Restaurant Systems
  • Implement, maintain, and execute industry standard Project Management methodologies to plan, manage, and deliver strategic IT initiatives to enable the business to achieve desired business results
  • Manage 3rd Party Support Team’s resources to ensure that reported issues are resolved in a timely manner, tracked for trending and SLA management, and for meeting the technical support needs of the business
  • Partner with cross-departmental peers to continually drive improvement in current and new processes
  • Develop, test, and implement required system enhancements, updates, and upgrades in support of restaurant systems and processes
  • Provide subject matter expertise and support in the research and analysis of new POS technologies, opportunities, and functionality following industry standard performance requirements
  • Continually review system reporting and key performance metrics to ensure system generated reporting provides business users with accurate and useful information
  • Manage vendor relationships as required between the restaurant operators, POS vendor, and third party integrators to support a stable and fast paced installation process
  • Coordinate with vendors for service, support, and vendor presentations & product demos
People Management
  • Coach and mentor our OTB field members ensuring that all are engaged
Policies, Procedures, and Documentation
  • Document, evaluate and author processes and process improvement for team
  • Complies with and enforce system policies, procedures, and configurations
  • Maintain documentation of existing policies, procedures, and configurations
Training & Development
  • Open to and participation with appropriate training to support the individual for the role / function specified
  • Use a collaborative approach to share knowledge through training and mentoring
  • Provide user training for hardware/software products as required
Education & Experience
  • 3-5 years’ experience with Front-of-House (POS and Kitchen Display Systems), Back-of-House (Labor and Inventory), loyalty, payment processing, etc.
  • Restaurant industry experience preferred, but experience in a multi-unit retail or hospitality environment will be considered
  • Advanced experience with the full NCR Aloha Suite is highly desired including but not limited to:
    • NCR - Aloha – Point of Sale
    • NCR - Aloha – Electronic Data Capture (EDC)
    • NCR - Aloha – Kitchen
    • NCR - Aloha – Loyalty
    • NCR - Aloha – Online Ordering
    • NCR – Aloha – Upgrade version processing
  • Experience with Restaurant Kitchen Display Systems software and hardware
  • Experience with technology demands of opening/remodeling new business units
Related Knowledge, Skills and/or Abilities:
  • Able to deliver Best-in-Class customer service to both internal & external users.  Ability to take user feedback to document system enhancements, tools, and processes to meet defined business needs
  • Ability to review and assess POS vendor release notes and implement mandatory system updates related to security and electronic payment processing, as well as managing product upgrade path to keep up-to-date with general release software versions
  • Strong analytical and problem solving skills
  • Experience working in a collaborative team environment demonstrating delegating workload and responsibilities to support staff team members and process owners
  • Ability to multi-task managing many projects concurrently, working efficiently to complete them based on priority
  • Well-organized, with attention to detail, and independently self-motivated
  • Embraces change positively and actively helps others adapt to change by coaching and mentoring
  • Deliver the highest level of professionalism, compassion, and customer service to all constituents (home office personnel and restaurant level operators)
  • Exceptional written and verbal skills
  • Effective communicator at all levels of the organization and across functions
  • Eagerness and willingness to spend adequate time in both local and remote restaurants (travel nationwide)
We work with companies that offer environments for our employees to contribute, learn, and advance their career. We treat you like you are part of the family.
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