Restaurant Tech Support Specialist

About the Role

We are looking for a hands-on Restaurant Technology Support Specialist to manage and troubleshoot technology systems across multiple restaurant locations.

You will support restaurant point-of-sale (POS) systems, online ordering platforms, back-office accounting software, Microsoft 365, and basic network connectivity. Your primary responsibility is to resolve technical issues, minimize disruptions to restaurant operations, and ensure systems work reliably.

This is an individual contributor role. You will work directly with restaurant teams, troubleshoot issues remotely, coordinate with vendors when necessary, and take ownership of problems from diagnosis through resolution.

This role is best suited for someone with hands-on restaurant IT experience, strong Toast POS administration skills, and experience supporting restaurant openings or POS deployments.

What You’ll Do

1. Restaurant POS and Technology Support

• Administer and troubleshoot Toast POS, including terminals, kitchen display systems (KDS), receipt printers, handhelds, payment terminals, menus, modifiers, and employee permissions.
• Resolve POS errors, payment issues, offline operations, reporting discrepancies, and hardware problems.
• Provide technical support through phone, email, Microsoft Teams, and remote sessions.

2. Online Ordering and System Integrations

• Support Olo online ordering, including menu synchronization, order routing, store availability, and third-party ordering integrations.
• Troubleshoot Toast-to-Restaurant365 integrations, failed sales imports, reporting discrepancies, and back-office workflows.
• Identify integration failures and restore normal system operations.

3. IT Administration and Network Troubleshooting

• Manage Microsoft 365 accounts, email, licenses, user permissions, password resets, and multi-factor authentication.
• Troubleshoot internet connectivity, Wi-Fi, switches, firewalls, and LTE backup devices.
• Support office computers, peripherals, and other restaurant technology equipment.

4. New Restaurant Setup and Go-Live

• Configure POS hardware, menus, employee accounts, permissions, and system integrations for new restaurant locations.
• Test systems and verify technical readiness before opening day.
• Provide go-live support and resolve issues that arise during restaurant launches.

5. Ticket Ownership and Process Improvement

• Manage support tickets from initial report through resolution, keeping restaurant stakeholders informed.
• Prioritize incidents based on business impact and service-level agreements (SLAs).
• Document solutions and create knowledge base articles for recurring issues.
• Identify root causes, implement permanent fixes, and report recurring problems to leadership.

Requirements

Candidates must meet the following requirements to be considered:

• At least 3 years of hands-on restaurant technology support experience, preferably within a multi-location restaurant group, restaurant IT department, or POS service provider.
• Strong hands-on Toast POS administration experience. You must have personally configured menus and modifiers, provisioned hardware, managed employee permissions, and troubleshot POS issues. Experience simply using Toast as a restaurant employee is not sufficient.
• Working experience with Olo, Restaurant365, and Microsoft 365 administration. You should understand their core functions and have practical experience supporting these systems.
• Experience supporting a restaurant opening, POS implementation, or technology rollout through go-live. You must be able to explain your direct responsibilities during setup, testing, deployment, and launch.
• Independent troubleshooting and problem-solving skills. You can investigate issues, identify root causes, implement solutions, and verify that systems are working correctly instead of routinely escalating problems to vendors.
• Strong communication and customer service skills. You can explain technical issues clearly to restaurant managers and provide timely updates during critical incidents.
• Strong organizational and documentation skills. You can manage multiple tickets, prioritize urgent issues, document resolutions, and follow established support procedures.

Benefits

Schedule:

• Work hours aligned with the U.S. Central time zone

Work Set-up:

• Remote

Compensation:

• Monthly Salary: To be determine
• Determining Factors: Final offer depends on technical expertise, years of relevant experience, and specific skills.

Join Vivant and level up your career!