T.G.I. Friday's - American bar & restaurant

Purpose

To provide level 2 technical support effort in support of hardware and software within the business and small scale technical development.

Customers / Partners

1. UK Operations, Finance, Strategic Sourcing, and Brand Standard Teams
2. IT Service Providers (Micros, Computacenter, IBM, Celestra, nGeneration)
3. Outsourcing Partners (Northgate, Liberata)

Measurements of Success

1. No more than 10% of stores reporting an issue following a change implementation
2. Effective documentation in place of all IT processes, responsibilities and accountabilities as they relate to the delivery of technical IT services to the business.
3. Reduction of Support Calls via proactive monitoring to assist in bringing support calls with contract SLA's
4. Timely resolution of technical issues.
5. Excellent working relationships established with store managers and partner personnel responsible for the day to day delivery to our business
6. Achievements of personal objectives set and agreed within forward job plan

Areas of responsibility

1. Manage proactive monitoring of store based hardware
2. Technical expert on micros
   • Ability to extract data with SQL scripting
   • Detailed operational knowledge to enable improvements to micros processes within stores (KDS, promo's)
3. Management of ftp software based at micros and point of contact for issue resolution
4. Trouble shooting of IT third party interfaces and liaison with third parties technical resources..
5. Management and delivery of IT responsibilities related to ADSL and VPN connectivity.
6. Network management of Support Centre (Have an overall understanding of the network setup and be able to quickly identify the source of issues and resolve.)
7. Assist with implementation of new equipment or moving of equipment in office
8. Build Cornerstone-imaged PCs for new users
9. Troubleshoot PC workstation issues for Support Center users including restoration of data following hardware failures
10. Review and sign off of store hardware builds
11. Escalations for e-mail and password issues
12. Maintains profiles of all hardware/software supported and/or installed.
13. Troubleshooting of backups, auto-sequences and micros configuration issues
14. Responsible for maintaining internal support/installation documentation and up-to-date escalation information.
15. Assist in Provision of basic training for new users / staff.
16. Participation in User Acceptance Testing (UAT) and Technical Change Management review and testing.
17. Participation in development and documentation of IT deployments and release processes
18. Management of Domain Controller and Software Distribution Server in conjunction with IBM (US)
19. Management of LAB (test systems and store set up)

Skills and competencies required

1. Experience in technical customer service support or having equivalent kind of skills experience.
2. Microsoft Windows and office networking knowledge to sufficient level to:
   • Manage and maintain the office network to a secure standard
   • Diagnose and resolve user related problems
3. Micros 3700 RES 3.2 / 4.x (restaurant and enterprise systems) knowledge to sufficient level to:
   • Manage and maintain the Enterprise Management system and database to a secure standard
   • Support the effective use of myMicros including assisting with the production of custom reports
4. Knowledge of the ITIL Service Management Practices and ability to adopt best practice approach to all activities..
5. Operational knowledge within the restaurant (Catering / Service) industry
6. Great relationship builder - demonstrable track record of building strong working relationships with colleagues from multiple disciplines e.g. finance, operations, HR, Suppliers.
7. Strong Personal Organisational Skills - experience of developing and delivering against project plans involving multiple stakeholders.
8. A good communicator - readily seeks to keep others informed with relevant information on a timely basis. Comfortable with managing the information flow and adapting the message to the various audiences needs.
9. Proven experience within an IT role ideally in the restaurant industry. Paramount to this role is the inherent desire and intention to ensure that every process and activity completed is conducive with our vision to ensure that EVERY GUEST LEAVES HAPPY.

To apply, please send your contact details and CV to tgijobs@northgate-is.com or
Human Resources Manager, T.G.I. FRiDAY'S U.K. Ltd, 960 Capability Green, LUTON, Bedfordshire, LU1 3PE.