The Field Technology Services team is responsible for implementing and maintaining restaurant technology specific to Point of Sale, Kitchen Video Systems, Back Office Systems, Drive Thru Timers, and Order Confirmation technology. This role is critical to the success of the Team’s ability to deliver on operational expectations. In this role, you will utilize your expertise to build and maintain the complex suite of systems that make up restaurant infrastructure. You will also influence and contribute to strategic planning efforts as we continuously improve the delivery of platform innovation while supporting our rapidly growing brand.

RESPONSIBILITIES

• Interact professionally and effectively with IT Leadership through verbal and written communication with an emphasis on company business initiatives.

• Responsible for monitoring, troubleshooting, design engineering and problem resolution of Windows 10 Images across multiple device designations

• Develop/maintain Change and Release Management routines and ensure results through metric-driven dashboards

• Act as point of contact for all escalations from internal and external business partners and support customers.

• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures - required. Root cause identification and remediation on various hardware and software platforms

• Lead strategic initiatives per projects including research, design, analysis, testing, experimentation, and certification of Windows 10 Images across multiple device designations.

• Lead efforts to collaborate with internal departments to align our strategic direction with a common vision.

• Create and design restaurant architecture documentation and implement software changes in line with organizational objectives Participate in the review of monthly financial results for the funds with FP&A and Marketing teams

• Manage a comprehensive preventative maintenance scheme for all restaurant infrastructure equipment in stores, ensuring minimal outages for the restaurants. Manage scheduled metrics and reporting on performance and utilization.

• Manages the brand’s systems/service implementation strategies to minimize the impact on customer service and provide managed backup/recovery capability.

• Develop tools to assist in the image creation process as well as image maintenance.

• Applies strong knowledge of the Windows 10 Desktop Environment, principles, architectures, and best practices including Windows implementation, updates/upgrades, deployment, and security/group policy.

• Ability to work with little supervision and within changing priorities in a dynamic rapidly changing and growing environment

• Improve vendor relationships and work with key hardware suppliers to develop ways to improve our services through automation and drive out inefficiencies. Perform other job-related duties as assigned or required such as managing on-call after-hours work and resource allocation

• Ability to influence and communicate well with non-technical business disciplines through the explanation and adoption of technology as applied to systems and operational strategies

EDUCATION AND EXPERIENCE QUALIFICATIONS

• Minimum: 4-year degree in Computer Science, Information Systems, or related field
• Certifications: Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100, MD-101), ITILv4, Azure Fundamentals Agile Certification Microsoft MCSA / MCP or equivalent
• Minimum: 5 years working in Windows 10 Engineering, POS Systems Administration, or Desktop Administration roles within the IT industry.
• Senior Windows technical experience or a minimum of 7 years of Senior Windows technical experience
• Required: 3 years of project management: small to medium time-sensitive projects
• Required: 7 years of Desktop engineer experience (POS platforms are a plus)
• Preferred: 8-10 years of verifiable, hands-on experience supporting organizations with multiple (100 ) remote sites

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Expert designing, implementing and supporting Windows 10 Desktop Images

• Expert providing Level 3 support for POS Software and its underlying components

• Experience with PCI Compliance or working knowledge of PCI DSS requirements

• Expert with Point of Sale Device configurations and troubleshooting

• Experience with LAN and WAN concepts in a Cisco/Meraki and/or SonicWall environment

• Experience with various networking protocols including TCP, UDP, IP

• Working knowledge of scripting languages (PowerShell, VBScript, Python)

• Working knowledge of Microsoft Deployment Toolkit (MDT), Windows Server Updater Service

  (WSUS), and Windows Deployment Services (WDS)

• Proficient with Ivanti LANDesk suite (focus on patching, scripting, and distribution)

• Expert with Windows Operating Systems

• Working knowledge of Agile Fundamentals

• Working knowledge of ITIL Foundations

• Working knowledge of OPOS

• Experience working in a compliance network environment (PCI, HIPAA, SOX)

• Working knowledge of Group Policy

• Working knowledge with O365, and Active Directory

• Experience supporting large-scale retail or restaurant enterprises

• Experience with Windows 10 Security Fundamentals

• Verifiable experience with project management skills

• Expert technical documentation skills

• Highly preferred to have working knowledge: MCSA: Windows 10, Microsoft 365 Fundamentals