Applebee's Restaurant Systems Manager

Essential Duties And Responsibilities

• REMOTE USER SUPPORT
  • 1st line of contact for Applebee’s Help Desk
  • Specialized hardware and operating system knowledge
  • Understands network protocols and device configuration for network connectivity
  • Manages appropriate responses to customer issues
  • Installs PC's, laptops, printers, and related hardware
  • Investigates and performs repairs on hardware issues
  • Performs advanced diagnostic testing
• APPLEBEE'S RELATED SOFTWARE SUPPORT
  • Supports all Flynn Applebee's Custom Applications
  • Provides 1st level support for Flynn Applebee's Applications to unit managers
  • Maintains knowledge of unit closing routines
  • Reports database problems to developers and follows up on solutions
• RESTAURANT OPENINGS & REMODELS
  • Maintains restaurant openings checklist
  • Maintains and monitors stocking levels for spare equipment and supplies
  • Orders supplies to maintain par sets by POS Manager
  • Follows up on warranties and repairs done by vendors (such as printers)
  • Tracks and monitors status of assigned tasks
  • Processes invoices for stock and supplies
• HELP DESK SUPPORT
  • Takes all 1st level help desk calls from the AII Help Desk for Hardware issues
  • Distributes 2nd level help desk calls to appropriate personnel
  • Contact AII 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
  • Understands 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
  • 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 varies 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

Education and Experience

• 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
• Ability to communicate effectively
• 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

Certifications, Licenses, Registrations

• 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

Physical Standards

• 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