What you will do: Direct responsibility to develop, manage, update, document, and support multiple restaurant concept technology systems including software and hardware support, configuration management, quality assurance, third-party vendor application support, and general user support. Essential Functions: * Tasked with learning and maintaining an in-depth knowledge of all systems (hardware and software) deployed at any restaurant concept as well as Restaurant Support Center * Provide support for all systems (hardware and software) deployed to all our restaurants and Restaurant Support Center * Demonstrate the ability to diagnose and troubleshoot software, hardware and procedural problems * Work to minimize downtime resulting from procedural, hardware, or software applications issues within the Pei Wei standard and auxiliary systems * Participate in the daily activities of the Help Desk support group; Work on resolving assigned and escalated cases * Identify, research, and resolve technical issues and escalate issues to other support teams as necessary * Utilize call tracking system to clearly document incidents and troubleshooting steps taken to resolve * After hours and weekend support shifts are required * Ensure that IT policies, standards, and procedures are followed when troubleshooting restaurant issues * Recommend and/or develop process, policies, and procedures that lead to a more efficient and effective customer service experience * Provide support as needed for software deployment, staging, configuration, testing, programming, installations, or upgrades * Build and maintain knowledge base by creating, updating and retring KBA's on a daily basis * Multi-task in an effective manner and work successfully in a fast-paced environment * Continually cross-train with other restaurant technology disciplines including labor and inventory management to further enhance skillset and backup other members of the team * Provide customer support through documented protocols * Participate in tasks and projects as ssigned. Requirements: Experience: * Must have knowledge of restaurant systems; NCR Aloha POS, Kitchen Display Systems, Configuration Center (CFC), online ordering, loyalty programs, and new technologies as needed * Hands on experience in restaurant POS administration/management, restaurant support, or an equivalent combination of education and experience * Strong customer service skillsEducation: * Bachelor's degree in related discipline or equivalent combination of education and experience preferred. * High school diploma or GED required. Competencies: * Must have knowledge of restaurant technologies * Creative in technical solutions and possesses strong problem-solving skills * Strong communication skills with the ability to educate and inform user groups * Analytical skills to identify trends and dig into root cause of problems Working Conditions: * Position requires talking, hearing, kneeling, walking, crouching, crawling, grasping, pushing, lifting, sedentary work, and visual acuity * Ability to work 24x7 and split shifts * Normal Office environment * On Call responsibilities The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The company is an equal opportunity employer and will provide needed reasonable accommodations to the employee to perform the essential functions of the position.