Applebee's Restaurant Systems Manager

Restaurant Systems Manager

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.

Essential Duties and 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.

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