Restaurant Support Technician

Church's Chicken•Atlanta, GA

23h•Onsite

About The Position

The Restaurant Support Technician plays a vital role in supporting restaurant technology operations for Church’s Texas Chicken. This position is responsible for managing lab and test environments, supporting the deployment and maintenance of restaurant systems, acting as a technical liaison for daily operations and escalations, and partnering with vendors to ensure high service levels. This role will also assist in supporting Restaurant Support Center (RSC) employees with technical needs when required. The role requires strong technical skills, excellent communication, and the ability to balance proactive system monitoring with rapid incident response.

Requirements

Associate’s or bachelor’s degree in IT, Computer Science, or related field preferred
3–5 years of experience operating within a structured help desk or IT support environment in the restaurant or retail industry.
Hands-on experience with POS systems, network troubleshooting, hardware maintenance.
Vendor and field tech coordination experience.
Demonstrated experience partnering with external vendors to deliver support services in alignment with defined SLAs.
Hands-on experience with IT service management platforms such as ServiceNow or Freshworks.
Strong network troubleshooting capabilities, including 2–3 years supporting firewalls and Wi-Fi environments (e.g., Fortinet, Cisco, Meraki).
2–3 years of experience supporting new restaurant openings (NROs) or remodel initiatives, including coordination with vendors to execute low-voltage cabling, infrastructure deployments, digital menu boards, drive-thru technologies, and kitchen display systems.
Experience supporting asset lifecycle management, including inventory tracking and device accountability.
Strong verbal and written communication skills, with the ability to effectively communicate across technical and non-technical audiences.
Strong problem-solving, documentation, and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong understanding of restaurant operations and the impact of technology on speed of service, order accuracy, and overall guest experience.
Strong ability to collaborate across departments and communicate effectively.
Strong organizational skills and attention to detail.
Ability to work under tight deadlines while managing multiple priorities both independently and as part of a team.
Proven problem-solving and decision-making capabilities in varied work situations.
Customer-centric mindset.
Technical troubleshooting: Ability to quickly identify, diagnose, and resolve hardware, software, and network issues across restaurant technology platforms including POS, KDS, OLO, DMB, and network.
Vendor and partner collaboration skills: Effectively work with external vendors, field technicians, and internal teams to coordinate support efforts, resolve issues, and deliver technology solutions.
Process discipline: Consistently follow and improve standard operating procedures (SOPs) and ensure compliance with company standards and technology best practices.
Strong communication and documentation skills: Ability to clearly and effectively communicate with both technical and non-technical audiences and maintain detailed records of support activities, configurations, and resolutions.
Prioritization and time management: Manage multiple tasks and competing priorities effectively in a fast-paced, multi-site support environment.
Analytical and problem-solving skills: Able to use data and structured thinking to identify root causes and recommend or implement solutions.
Project and change support skills: Ability to assist with technology rollouts, pilots, new initiatives, and change management efforts.

Nice To Haves

Experience with Qu, Kiosks, OLO, Synergy Decision Logics, Punchh is a plus.
Hands-on experience with desktop and POS terminal image management, deployment, and support (preferred).
Experience leveraging AI tools to assist in triaging, troubleshooting, and resolving enterprise technology issues.
Scripting knowledge is a plus.
ITIL Foundation, CompTIA A+, CompTIA Network, Microsoft Certified Professional (MCP)

Responsibilities

Ensure the lab is always in a ready-to-test state with current hardware, software, and network configurations matching production environments.
Collaborate with digital, operations and vendor partners to test new products, system updates, and promotional configurations.
Document and communicate test results and go/no-go recommendations.
Develop and maintain Standard Operating Procedures (SOPs) for lab.
Ensure all restaurant technology and network systems are functioning properly each day; proactively monitor system health and escalate outages or disruptions as needed to minimize downtime.
Triage high-priority issues and coordinate resolution efforts.
Serve as a key point of contact for field technicians and vendor partners, helping to troubleshoot and resolve in-store hardware, network, and system issues efficiently.
Collaborate with cross-functional teams to support new restaurant openings and closures.
Work with Accounting to resolve daily cash sheet discrepancies and support end-of-period reconciliations and exception reporting.
Manage the lifecycle of Back Office equipment (workstations, monitors, printers), including ordering, configuration, and deployment.
Participate in the on-call support rotation to provide after-hours assistance for critical incidents, outages, and high-priority issues, ensuring timely resolution and minimal business disruption.
Maintain documentation of common issues and resolution paths.
Assist with project plans and rollout activities for new technologies, including pilots and phased deployments.
Assist with security incident response.
Maintain internal knowledge base articles and documentation to support issue resolution and team knowledge sharing.
Track and update work progress, issue resolution, and priorities to ensure transparency and accountability.
Participate in a daily standup meeting to report status, discuss priorities, and align on action items with the broader team.
Operate within ITIL-aligned processes for Incident, Problem, and Change Management to ensure consistent and effective support delivery.
Support NROs, remodels, rollouts, staging, installation, and HyperCare.