IT Support

Roles and Responsibilities

The primary role of the IT Support / Administrator is to manage IT operations at the restaurant level. He will be responsible for identifying any IT-related problems and their resolution, including network troubleshooting and firewall configurations.

Duties & Responsibilities

• Assisting in installation and configuration processes in the restaurants (e.g., POS system, back office computers, printers, etc.)
• Highlighting technical problems and diagnosing them
• Configuring and installing operating systems and making appropriate changes in the network as needed
• Installing new software as needed and setting up new user accounts for employees
• Requesting new hardware as directed
• Providing on-site tech support and performing operating system and hardware/software diagnostics as directed
• Following up after hours as required
• Analyzing computer hardware problems, rectifying them, servicing, and replacing parts when necessary
• Acting as the liaison between users and the MIS team
• Utilizing agreed SLAs with vendors for IT services and reporting any breaches
• Servicing and maintaining computer-related equipment such as printers, projectors, web cameras, and scanners
• Managing Windows Server technology and Active Directory requirements
• Providing IT general training and guide preparation for restaurant staff
• Supporting and troubleshooting Avaya/IP telephony
• Maintaining and troubleshooting CCTV systems
• Maintaining security systems such as firewalls, switches, and routers, ensuring VPN connectivity between the restaurants and head office systems
• Implementing IT policies in the restaurants

Desired Candidate Profile

1. Technical Troubleshooting and Problem Solving

• Diagnosing Issues: Identifying and diagnosing technical problems in hardware, software, network connections, or system configurations
• Resolving Technical Issues: Providing solutions to a variety of issues related to desktop systems, applications, printers, and network connectivity, either remotely or in person
• Problem Resolution: Offering clear steps or guidance to end-users for fixing problems while minimizing downtime or disruption to business operations
• Escalation Management: Escalating more complex issues to higher-level IT specialists or technical support teams when necessary

2. System and Software Installation

• Software Installation: Installing and configuring operating systems, software applications, and updates, ensuring proper setup and optimization for user needs
• System Setup and Configuration: Setting up new workstations, configuring software, and providing instructions on how to use various applications
• Software Licensing: Ensuring that all software used within the organization is properly licensed and up to date

3. Hardware Management

• Hardware Installation and Repair: Setting up, maintaining, and repairing hardware such as desktops, laptops, printers, scanners, and other peripheral devices
• Upgrades and Replacements: Ensuring that hardware is up to date, troubleshooting hardware malfunctions, and providing replacements when necessary
• Inventory Management: Keeping track of all hardware inventory and managing the lifecycle of hardware assets

4. Network Support

• Network Troubleshooting: Diagnosing and resolving issues with network connectivity, including problems with Wi-Fi, Ethernet, VPN, or other networking services
• Managing Network Devices: Assisting with the configuration of routers, switches, and other networking devices
• Network Security: Ensuring that the network is secure, implementing firewall policies, and supporting IT teams with cybersecurity measures
• Remote Connectivity: Ensuring that remote workers can connect to the organization’s network securely and troubleshooting VPN or remote desktop issues

5. User Support and Customer Service

• Technical Support: Providing first-level support for IT-related issues to end-users, including resolving desktop, mobile, and software problems
• User Education: Educating users on best practices, security policies, and how to use new systems or software effectively
• Help Desk Management: Managing support tickets, prioritizing issues, and ensuring timely responses to requests for assistance
• Customer Service Skills: Communicating technical information clearly to non-technical users, ensuring a positive user experience even under stressful situations