POS Support Technician, Restaurant Systems

Overview

This role supports the technology that keeps restaurant operations running smoothly. You will be responsible for supporting point-of-sale platforms, payment workflows, kitchen and back-office systems, and related restaurant technologies. Working closely with Operations, Marketing, and external vendors, you’ll help ensure system reliability, support promotions and new initiatives, and minimize downtime across locations.

• Deliver daily operational support for restaurant technology, including POS, payment processing, kitchen display systems, and back-office tools.
• Investigate system issues, determine root causes, and coordinate fixes with internal teams and third-party providers.
• Configure POS systems to support marketing campaigns, menu changes, and promotional calendars.
• Partner directly with Operations and Marketing to gather requirements for new initiatives and product launches.
• Act as an escalation layer for the IT support team to ensure timely issue resolution in restaurant environments.

• Monitor system performance and help reduce service interruptions and restaurant downtime.
• Develop and maintain structured testing processes to ensure changes are delivered accurately and on schedule.
• Support new restaurant openings, remodels, POS upgrades, and enterprise-wide technology deployments.
• Assist with pilot programs, store readiness activities, and post-launch validation.
• Track implementation tasks, risks, and open issues to ensure successful rollouts.

• Participate in testing cycles for new features, system updates, patches, and integrations.
• Verify fixes and enhancements in non-production environments prior to release.
• Maintain change records and assist with communication to restaurant operations teams.
• Work closely with restaurant technology vendors, payment partners, and network providers.
• Collaborate with Marketing, Operations, Training, Finance, and Support teams to align systems with business needs.
• Provide clear, concise updates on issues, risks, and progress to stakeholders.
• Create and maintain standard operating procedures, troubleshooting documentation, and deployment guides.
• Identify recurring problems and recommend long-term improvements to systems and processes.
• Assist with tracking operational metrics such as incident trends, repeat issues, and system availability.

• Follow security best practices for restaurant systems and devices.
• Support access management, credential procedures, and compliance efforts (e.g., PCI and internal policies).
• Escalate potential security risks and assist with remediation efforts as needed.

Required

• 5+ years of experience in IT support, systems analysis, or restaurant/retail technology environments.
• Hands-on experience supporting POS platforms and in-store technology (Toast and Olo preferred).
• Experience supporting inventory, labor, or operations systems (Crunchtime preferred).
• Proven ability to coordinate with vendors and internal teams to resolve issues efficiently.
• Strong communication skills with a service-oriented approach.
• Ability to manage competing priorities in a fast-moving, operations-driven environment.

Preferred

• Strong troubleshooting skills across applications, peripherals, and basic networking.
• Experience supporting Windows-based POS systems, Android or iOS devices, and managed tablets.
• Foundational networking knowledge (IP addressing, switches, Wi-Fi, VPNs, ISP-related issues).
• Familiarity with IT ticketing and service management tools (e.g., Service Now, Jira, Fresh service).