The Role
Provide hands-on support for restaurant technology across Australia: troubleshoot and resolve software, hardware and POS issues; install, configure and maintain systems and peripherals; support networks, application rollouts and updates; act as escalation point, liaise with vendors and internal teams, produce documentation and training materials, and deliver remote and onsite support to meet SLAs.
Summary Generated by Built In
The Careers are Better at Hungry Jack's!
- Providing day-to-day support for restaurant applications, systems and technology.
- Responding to software and hardware enquiries and troubleshooting technical issues escalated by the IT Service Desk.
- Determining software and hardware requirements to deliver practical, effective solutions for our restaurants and support teams.
- Installing, configuring and maintaining software, hardware and peripheral devices including printers, terminals, POS equipment and other restaurant technology.
- Downloading, deploying and maintaining software updates and assisting with new application rollouts.
- Adapting and configuring existing applications to meet changing business and operational requirements.
- Working with internal IT teams and external vendors to investigate and resolve more complex technical issues.
- Acting as an escalation point for restaurant technology issues and ensuring incidents are resolved within agreed service levels.
- Visiting restaurant locations to install, configure and troubleshoot technology when required.
- Supporting the implementation and maintenance of computer networks to ensure systems remain secure, reliable and operational.
- Assisting with the design, maintenance and ongoing support of business websites and online applications where required.
- Monitoring vendor performance and helping ensure service level agreements (SLAs) are achieved.
- Preparing service performance reports, incident updates and technical documentation.
- Developing user guides, training materials and support resources to help restaurant teams get the most from our technology.
- Communicating planned maintenance, outages and system updates to key stakeholders.
- Collaborating with cross-functional teams to continuously improve systems, processes and service delivery.
- Providing technical support via phone, email and remote support tools, with some work in a service desk or call centre environment as required.
- Supporting the delivery of national technology initiatives that help make Hungry Jack's Bigger, Better, Faster and Stronger.
- Experience in IT Service Delivery, Service Desk or Application Support.
- Strong troubleshooting and root cause analysis skills.
- Experience supporting software, hardware and business applications.
- A good understanding of Microsoft Windows operating systems and basic networking concepts.
- Experience providing remote technical support.
- Excellent written and verbal communication skills.
- The ability to manage multiple priorities in a fast-paced environment.
- Strong documentation and organisational skills.
- A passion for technology and a desire to continuously learn and develop.
- Experience within the Quick Service Restaurant (QSR), hospitality or retail industries.
- Experience supporting POS systems, particularly NCR.
- Vendor management experience.
- Knowledge of ITIL or IT Service Management practices.
- A qualification in Information Technology or a related discipline.
- A varied and rewarding role where no two days are the same.
- Exposure to large-scale national IT operations and restaurant technology.
- Opportunities to work on exciting technology projects and system rollouts.
- Ongoing learning and career development.
- A supportive team environment that values collaboration, innovation and continuous improvement.
- The opportunity to make a genuine difference to thousands of team members and millions of guests every year.
Skills Required
- Experience in IT Service Delivery, Service Desk or Application Support.
- Strong troubleshooting and root cause analysis skills.
- Experience supporting software, hardware and business applications.
- Good understanding of Microsoft Windows operating systems and basic networking concepts.
- Experience providing remote technical support.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong documentation and organisational skills.
- Experience within the Quick Service Restaurant (QSR), hospitality or retail industries.
- Experience supporting POS systems, particularly NCR.
- Vendor management experience.
- Knowledge of ITIL or IT Service Management practices.
- A qualification in Information Technology or a related discipline.
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The Company
What We Do
Hungry Jack’s is an Australian-owned fast-food restaurant company and the master Australian franchisee of Burger King. Founded by Jack Cowin, it opened its first restaurant in Perth in 1971. The business operates more than 480 restaurants across Australia, serves more than two million Australians weekly, and employs thousands of Australians, offering burgers and related quick-service food while supporting local and national community partnerships.
