Job Summary
This role will provide Senior Technical support to the main office (HQ), subsidiary stores and warehouses. The Senior Technician is expected to be proactive about resolving problems, follow through on tasks without prompting, and let the IT Director—and if necessary the CTO—know of anything impeding the completion of a task or project. Frequent and timely communication regarding department updates and/or challenges impacting the business must be relayed to the IT Director, and to the CTO, COS, and Operations when necessary.
The Senior Technician is expected to maintain normal business hours and be on a scheduled on-call for severe issues in the evenings. The work schedule may also include rotational scheduled weekends and holidays when necessary.
This role requires flexibly allocating your time between the stores and when necessary, warehouses and HQ.
Main Duties and Responsibilities
HQ/General IT
· Assist with IT support of staff at HQ. This includes new equipment installation and hardware/software troubleshooting.
Stores/General IT
· Assist with IT support of all store locations. Priority should always be given to issues that significantly impact sales and function, including:
· Phones down at a store location
· Tablets, POS, or KDS down at any location
· All credit card readers down at a store
· Drive-through headset communication systems down
· The senior technician position provides you the flexibility to personally address more challenging issues while delegating tasks to others, as appropriate.
· New initiatives and projects specified by IT Director, CTO, or executive team.
Warehouse/General IT
· Provide IT support for the warehouses. Priority should be given to issues that significantly impact operations, such as the inventory system being down.
POS Expertise
· Show diligence and initiative in learning about, troubleshooting, and setting up all of our POS systems (including Aloha, Foodtec, and any future platforms adopted). Assist in creating documentation and training other team members to do the same when necessary.
· Strongly assist with the setup and ongoing maintenance of POS systems at new stores.
· Become proficient in the installation, troubleshooting, and management of back office programs for each platform.
· Assist in oversight and the setup of POS, camera systems, and any IT related task at new stores.
Camera Systems & NVR Monitoring
· Assist with the installation, maintenance, monitoring, and repair of camera systems and NVRs across HQ, stores, and warehouses.
· Regularly verify that cameras are functioning correctly, properly positioned, and recording as expected. Confirm NVRs have adequate storage capacity, healthy drives, and are actively recording all assigned channels.
· Pull and export footage when requested by the IT Director, CTO, COS, Operations, HR, or law enforcement, ensuring proper chain-of-custody documentation where applicable.
· Coordinate the installation of new camera systems at new store openings, ensuring coverage of all required areas (POS stations, drive-through, safes, entrances, exits, kitchen, dining, etc.) prior to opening.
· Perform preventative maintenance on existing systems, including cleaning camera lenses, verifying network connectivity, and updating firmware as needed.
· Maintain an accurate inventory of camera and NVR equipment, spare parts, and replacement units.
· Assign and delegate camera-related tasks to other IT team members when appropriate.
Cabling & Infrastructure
· Responsible for overseeing the network cabling infrastructure at HQ, stores, and warehouses—including new installations, terminations, testing, and repairs.
· Assign and task team members to assist with cable runs, patch panel work, rack organization, and any other infrastructure work required at HQ, the stores, and the warehouses.
· Ensure cabling is properly labeled, documented, and organized in accordance with best practices.
· Coordinate with third-party contractors when larger installations or specialized work is required.
General IT/Administration
· The Senior Technician will be expected to provide training and mentor other members of IT, particularly new hires. Focus should be on procedures, troubleshooting skills, and follow through/follow up.
· Assign and task team members to assist with day-to-day support, projects, infrastructure work, and any other duties as required to keep department operations running smoothly
Physical Requirements
Ability to lift and carry IT equipment up to 50 lbs.
Ability to work on ladders, under desks, and in confined spaces during installations.
Willingness and ability to travel regularly between multiple locations across Nassau and The Bahamas.
Work Schedule & Availability
This is not a standard 9-to-5 position. The nature of field-based restaurant and retail IT support requires flexibility in scheduling. Candidates should be aware of the following:
Work hours will vary and may include early mornings, evenings, and hours outside of a traditional office schedule depending on operational needs.
A rotational weekend on-call schedule is in effect. When on call, the technician must be available and responsive to resolve issues affecting store operations in a timely manner.
During new store openings or critical system rollouts, extended hours and weekend work may be required.
Flexibility and reliability in scheduling are essential requirements of this role.