Restaurant Systems Specialist

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We are seeking an lively and dedicated Restaurant Systems Specialist. This individual will oversee the performance, support, and continual enhancement of all in-restaurant technology systems across Ocean Basket outlets. This includes the full lifecycle of restaurant tech—from planning and deployment to troubleshooting, training, and innovation sourcing. The ideal candidate will have strong technical abilities, a structured problem-solving approach, and a proactive attitude to maintain standardized, reliable, and future-ready systems.

Responsibilities: 

Restaurant Systems Support

Provide hands-on and remote support for the following:

• POS systems (Sales, Ordering, Payment Devices)
• Guest Wi-Fi and network internet connectivity
• Audio systems, digital signage, and CCTV systems
• Restaurant-specific Microsoft 365 applications
• Approved 3rd-party applications (e.g., TeamViewer, Iron Tree)
• Conduct structured health checks and preventative maintenance visits.
• Manage, roll out and configure tech in new restaurants, refurbishments, existing restaurants.
• Vendor management with existing and new partners.
• Execute standardized system deployments using business guidelines.
• Support hardware installations, POS menu uploads, and integration setups.
• Test and document installations before store launch or go-live.
• Document policies and processes for each Tech restaurant process.
• Interrogate opportunities to enhance and/or automate existing, new systems and processes.
• Maintain, organise, and enhancement of existing networks.

Issue Management & Escalations

• Ensure all restaurant support queries forwarded to vendors are tracked and resolved according to a defined priority matrix and within agreed timeframes.
• Oversee the ticketing process to guarantee that all tickets are appropriately logged, monitored, and actioned without delay.

Innovation and System Enhancements

• Identify opportunities to introduce or improve:
• Guest-facing technologies (e.g., QR codes, loyalty, tablets, self-order kiosks, etc)
• Operational tech (e.g., handheld ordering, back-office automation)
• Pilot new tools or enhancements and gather operational feedback.
• Contribute to tech standard updates based on learnings and performance.

Training & Support Materials

• Provide clear, user-friendly guidance to restaurant managers and crew.
• Create and maintain system quick guides and FAQs for restaurant use.
• Conduct tech onboarding training for new store managers.

Documentation & Compliance

Maintain records of:

• Installed hardware and software per site
• Configurations, IP mappings, access credentials and network layouts
• Escalation logs and issue resolutions
• Ensure all setups align with Ocean Basket security and governance protocols.

Requirements:

• 3–5 years’ experience in IT field support or hospitality technology
• Experience supporting multi-site environments (e.g., franchises or retail chains)
• Exposure to restaurant technology preferred
• Networking: Strong grasp of DHCP, DNS, static IP setup, VLANs, routers, and switches. Experienced in managing wireless access points, troubleshooting network performance issues, implementing network security best practices, and supporting WAN and LAN environments.
• Wi-Fi: Configuration and management
• POS: Basic administration and troubleshooting of POS systems
• VoIP: Experience with 3CX or similar platforms
• Windows OS, Microsoft 365 Suite, Endpoint Management
• Certifications (Preferred but not required)
• CompTIA A+ / Network+
• Microsoft Azure Fundamentals, not compulsory.
• Any vendor certifications in POS systems used in restaurants
• Hands-on and solutions-driven; able to troubleshoot independently
• Customer service mindset with good interpersonal skills
• Reliable, structured, and able to handle multiple concurrent priorities
• Strong documentation and escalation discipline
• Must have a valid driver’s license and own transport for site visits (company will provide fuel or travel reimbursement support)