Enterprise Systems Analyst

Enterprise Systems Analyst - Entry Level

Location: Orlando, FL (Corporate Headquarters)
Job Type: Full-time, On-Site Only
Starting Salary: 50k

Another Broken Egg of America Franchising, LLC is seeking an Enterprise Systems Analyst to join our corporate team in Orlando, FL. This individual will embody our core values: Service, Results, Generosity, Integrity, and Growth. This position reports to the Information Technology Manager.

Job Summary

The Enterprise Systems Analyst is a dynamic and rewarding position that serves as a bridge between business needs and technological solutions. They ensure that enterprise systems are optimally designed, seamlessly integrated, and exceptionally managed to meet organizational goals. They analyze system requirements, design solutions, and oversee implementation efforts to enhance operational efficiency and support business initiatives. From project management to user support, this role requires a mix of technical expertise, analytical proficiency, and excellent communication skills.

Primary Responsibilities

Restaurant Technology Support

• Serve as a primary point of contact for technology issues reported by company and franchise locations, including POS, KDS, payment terminals, kiosks, and online ordering integrations
• Triage, troubleshoot, and resolve hardware and software issues across restaurant technology stacks, escalating to vendors or senior IT staff when appropriate
• Coordinate with restaurant managers and franchisees to schedule maintenance, installations, upgrades, and equipment replacements with minimal disruption to operations
• Maintain accurate records of incidents, resolutions, and recurring issues to identify trends and root causes

Foundational IT Support

• Provide tier 1 and tier 2 support for networking issues, including diagnosing connectivity problems, configuring switches and access points, and working with ISPs on circuit issues
• Support PC and endpoint troubleshooting, including OS issues, peripheral connectivity, printer setup, and basic hardware diagnostics
• Assist with software support across business applications, including login issues, permissions, application errors, and basic configuration changes
• Support user account administration tasks such as password resets, access provisioning, and basic Active Directory or identity management tasks
• Document standard troubleshooting steps and contribute to a growing internal knowledge base

Examples of foundational technical knowledge expected:

• Networking: understanding of IP addressing, DHCP, DNS basics, VLANs, Wi-Fi troubleshooting, and how to identify whether an issue is local, network, or ISP related
• PC support: ability to troubleshoot boot issues, driver conflicts, peripheral connections, and perform basic imaging or reinstalls
• Software support: comfort navigating support tickets for SaaS applications, identifying whether an issue is user error, application bug, or integration failure
• General troubleshooting method: ability to isolate variables systematically (is it the device, the network, the application, or the user) rather than guessing

Vendor and System Coordination

• Act as a liaison between restaurant locations and third-party technology vendors (POS providers, payment processors, network providers, etc.)
• Support testing and rollout of new technology initiatives, system updates, and integrations across the restaurant fleet
• Assist with maintaining vendor documentation, equipment inventories, and system configuration records

Continuous Improvement

• Proactively identify recurring pain points across locations and recommend solutions or process improvements
• Stay current on restaurant technology trends and emerging tools that could benefit operations, franchisees, or guest experience
• Support the IT Manager in evaluating new systems, pilots, or vendor solutions as needed
• Contribute ideas for improving documentation, training materials, and support workflows for restaurant teams

Qualifications

Education & Experience

• 1+ years of experience supporting technology in a restaurant preferred, retail, or hospitality environment (POS, KDS, payment systems, or similar)
• Solid foundational knowledge of networking, PC support, and software troubleshooting
• Strong customer service orientation with the ability to communicate technical concepts clearly to non-technical users
• Ability to think on their feet and stay calm while troubleshooting live issues affecting restaurant operations
• Self-motivated with a demonstrated ability to learn new systems quickly and independently
• Strong written and verbal communication skills

Preferred

• Experience supporting multi-location or franchise restaurant brands
• Familiarity with common restaurant technology platforms (examples: Toast, Aloha, Olo, Punchh, SICOM, NCR, PAR, UniFi or similar networking platforms)
• Basic understanding of PCI compliance considerations in a restaurant environment
• Experience supporting Microsoft 365 or similar business productivity environments
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience

Key Skills

• Customer service mindset, treating every restaurant team member and franchisee as a valued customer
• Adaptability and composure under pressure, especially during peak service hours
• Curiosity and initiative, looking for opportunities to improve outcomes rather than waiting to be told
• Strong sense of ownership over issues until they are fully resolved
• Ability to balance multiple open issues and prioritize based on operational impact

Physical Requirements

This position requires the ability to perform essential job functions while maintaining focus and engagement for extended periods of time. The physical requirements include:

· Prolonged Sitting: Ability to sit for extended periods (4-8 hours per day) at a desk or workstation.

· Postural Flexibility: Ability to adjust posture, including standing and stretching to maintain comfort and prevent strain.

· Manual Dexterity: Ability to type on a keyboard and use a mouse or touchpad.

· Visual Acuity: Ability to focus on a computer screen for extended periods, requiring the use of corrective lenses if necessary.

· Neck and Back Support: Ability to maintain a neutral head, neck, and back position. Ergonomic seating and support recommended.

· Repetitive Hand Movements: Ability to perform repetitive tasks such as typing, clicking, and scrolling.

· Hearing Ability: Ability to participate in phone and video calls, clearly hearing and responding to verbal communication.

· Lifting Light Objects: Occasional lifting of office supplies, documents, or light equipment (up to 15 lbs).

· Ability to Focus and Maintain Attention: Capacity to stay focused and maintain attention for extended work periods.

· Keyboard and Mouse Use: Ability to use a computer keyboard and mouse for extended periods.

· Environmental Awareness: Ability to work in an office environment with artificial lighting, noise from office equipment, etc.

Some travel to restaurant locations may be required for installations, training, or escalated support

May require occasional evening, weekend, or on-call availability to support restaurant operating hours

Primarily office or remote-based with periodic onsite restaurant visits

Equal Opportunity Employer Statement

Another Broken Egg Cafe is an Equal Opportunity Employer. Another Broken Egg of America Franchising, LLC (ABE) is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programs, and activities.

To request a reasonable accommodation, contact our HR Department at [email protected] or call (407) 440-0450.