IT Support

Roles and responsibilities

The primary role of the IT Support / Administrator is to manage IT operations at restaurant level. He will responsible to identify any IT related problem and resolution. Network Troubleshooting and Firewall Configurations.

Duties & Responsibilities

• Assisting in installation and configuration process in the restaurants (e.g. POS system, back office computers, printers, etc)
• Highlighting technical problems and diagnosis of the same
• Configure and install operating systems and make appropriate changes in the network as needed.
• Install new software as needed and set up new user accounts for employees.
• Request for new hardware as directed.
• On-site tech support, and operating system and hardware / software diagnostics as directed
• After-hours follow-up / actions also a requirement as needed.
• Analyzing computer hardware problems, rectifying them, servicing and replacing parts when necessary.
• Acting as the middle man between user and MIS team
• Utilize the agreed SLAs with the vendors in taking the IT services and reporting any breaches
• Servicing and maintaining computer related equipment such as printers, projectors, web cameras and scanners (add POS, back office computers, printers, etc.)
• Windows Server technology and Active directly requirements.
• Restaurant Staff – IT General training / Guide Preparation and implementation.
• Avaya / IP telephony Support / troubleshooting.
• CCTV Maintenance and troubleshooting.
• Maintaining security systems such as Firewalls, Switches and Routers and making sure of the VPN between the restaurants and the HO systems.
• Implementation of IT policies in the restaurants

Desired candidate profile

1. Technical Troubleshooting and Problem Solving

• Diagnosing Issues: Identifying and diagnosing technical problems in hardware, software, network connections, or system configurations.
• Resolving Technical Issues: Providing solutions to a variety of issues related to desktop systems, applications, printers, and network connectivity, either remotely or in person.
• Problem Resolution: Offering clear steps or guidance to end-users for fixing problems, while minimizing downtime or disruption to business operations.
• Escalation Management: When necessary, escalating more complex issues to higher-level IT specialists or technical support teams.

2. System and Software Installation

• Software Installation: Installing and configuring operating systems, software applications, and updates, ensuring that they are properly set up and optimized for user needs.
• System Setup and Configuration: Setting up new workstations, configuring software, and providing instructions on how to use various applications.
• Software Licensing: Ensuring that all software used within the organization is properly licensed and up to date.

3. Hardware Management

• Hardware Installation and Repair: Setting up, maintaining, and repairing hardware such as desktops, laptops, printers, scanners, and other peripheral devices.
• Upgrades and Replacements: Ensuring that hardware is up to date, troubleshooting hardware malfunctions, and providing replacements when necessary.
• Inventory Management: Keeping track of all hardware inventory, ensuring that the necessary equipment is available for end-users, and managing the lifecycle of hardware assets.

4. Network Support

• Network Troubleshooting: Diagnosing and resolving issues with network connectivity, including problems with Wi-Fi, Ethernet, VPN, or other networking services.
• Managing Network Devices: Assisting with the configuration of routers, switches, and other networking devices.
• Network Security: Ensuring that the network is secure, implementing firewall policies, and supporting IT teams with cybersecurity measures.
• Remote Connectivity: Ensuring that remote workers can connect to the organization’s network securely and troubleshooting VPN or remote desktop issues.

5. User Support and Customer Service

• Technical Support: Providing first-level support for IT-related issues to end-users, including resolving desktop, mobile, and software problems.
• User Education: Educating users on best practices, security policies, and how to use new systems or software effectively.
• Help Desk Management: Managing support tickets, prioritizing issues, and ensuring timely responses to requests for assistance.
• Customer Service Skills: Communicating technical information clearly to non-technical users, ensuring a positive user experience even under stressful situations.