Applebee's Restaurant Systems Manager

Flynn Group

21d

About The Position

The Operations/POS Support Team is accountable for the continuity of the computer services for the field user utilizing 600+ terminals, 110+ BOH Servers and more than 20 software application products. In order to meet this accountability, the POS Support Team must research software products for applicability to the operational environment, install appropriate products, and work closely with vendor personnel to ensure continuity of service. The software products supported by the POS Support Team include Windows Operating Systems, Microsoft Office Suite, POS software, in-house developed applications, off-the-shelf applications and communication software. The duties of the Restaurant Systems Manager include the 1st level hardware support and POS software support for Units within a Flynn Applebee's Market; currently we have units located in 23 states. The Restaurant Systems Manager will also be the 1st level hardware and software support contact for Remote Users in that Market (approximately 6+ Users). Individual must maintain detailed knowledge of Microsoft Windows Operating Systems and Office as well as PC related Hardware. As a member of the Operations/POS Support Team, you will be actively involved in testing new POS Hardware and Software upgrades for the Units.

Requirements

Strong knowledge and experience with restaurant operations as well as a good working knowledge of POS systems.
Must be at an intermediate user level with Microsoft Office Products.
Must be a good communicator.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Well organized with ability to multitask.
Must be able to lift up to 50 pounds.
Ability to stand for long periods of time.
Should be able to maneuver and navigate ladders.
Ability to work in dark, cramped spaces when needed.

Nice To Haves

A+ Certification is a plus
Dell Certified Technician is a plus
Microsoft Office Specialist Certification is a plus
Microsoft Certified Desktop Support Technicians (MCDSTs) is a plus

Responsibilities

REMOTE USER SUPPORT Individual is 1st line of contact for Applebee’s Help Desk. Has specialized hardware and operating system knowledge. Includes understanding of network protocols and the ability to configure devices for network connectivity.
Ability to manage appropriate response to customer issues.
Installs PC's, Laptops, Printers and related hardware. Investigates hardware problems and performs all system hardware repairs as necessary. Performs advanced diagnostic testing. Major problems or repairs are directed to outside vendors as necessary. This requires detailed knowledge of PC hardware installation, repair, testing, and troubleshooting.
Installs and configures new restaurant hardware. Also responsible for reviewing, monitoring and upgrading existing restaurant systems. Determines user specifications for hardware and software. Purchases or installs custom software to meet user needs. Installs new, and maintains existing hardware and software.
Assist the Network Administrator/POS Manager in testing Application Software such as VPN connectivity and router installations. Assist Network Administrator in documentation of software settings.
Installation and building of security systems.
Installation of new televisions or other electronic devices the Market President may add.
POS / CREDIT CARD Ability to oversee and assist in hardware installations with Applebee's IT and A.I.I. Help Desk. Must maintain knowledge and understanding of POS Menu Files for each market Credit Card Software
Assist in Credit Card Software Testing, verify Hardware compatibility
Document hardware settings as necessary
APPLEBEE'S RELATED SOFTWARE SUPPORT Provide Support on all Flynn Applebee's Custom Applications
Provide 1st level support for Flynn Applebee's Applications to the unit managers as necessary
Maintain knowledge of Unit closing routines.
Report database problems to the Developers and follow up on solutions
RESTAURANT OPENINGS & REMODELS Responsible for maintaining restaurant openings checklist
Maintain and monitor stocking levels for spare equipment and supplies
Order supplies to maintain a par set by the POS Manager
Follow up on warranties and repairs done by vendors (such as printers)
Track and Monitor status of assigned tasks
Process invoices for stock and supplies
HELP DESK SUPPORT Takes all 1st level help desk calls from the AII Help Desk for Hardware issues. Will distribute 2nd level help desk calls to the appropriate personnel, i.e., POS Manager, Network Administrator or Application Developers.
Contact A.I.I. Help Desk or Vendor Software Support Help Desks when units are dissatisfied with service to achieve resolution
POS HARDWARE KNOWLEDGE Has entry level hardware knowledge. Includes understanding of POS Hardware, BOH Server Hardware and Internet Connectivity Hardware.
Installs PC's and related hardware. Investigates hardware problems and performs minor system hardware repairs. Performs basic diagnostic testing. Major problems or repairs are directed to outside vendors as necessary. This requires basic knowledge of PC hardware installation, repair, testing, and troubleshooting.
PC Repair and POS Equipment repair – repair and replacement of components such as hard drives, cooling fans, power supplies etc.
Basic LAN/WAN knowledge – CAT5 wiring, 802.11 technology, testing, and troubleshooting.
DUTY COVERAGE
Must be on call during business hours.
Work with Market Leader and Support Team to cover days off and vacation time.
Flexible schedule that will vary weekly depending on special projects or equipment down. Hours may vary from week to week – 30 hours one week to 50+ another.
Must be available for high priority on site visits while the restaurants are staffed.
Must have the ability to work overnight and early morning hours as needed for the business.
TRAVEL REQUIREMENTS
Must be available for travel within the Market and to the Support Center or other locations for Training.
Must provide own vehicle with insurance and will receive a monthly auto allowance.