RESPONSIBILITIES:

Remote Network Support (RSC-Based - Primary Function)

• Monitor and maintain network connectivity for mutiple outlets
• Remote troubleshooting of network, WIFI, WAN, LAN issues
• Manage VPN access for remote sites
• Configure network equipment remotely (routers, switches, firewalls)
• Coordinate with ISPs and telecom providers for connectivity issues
• Monitor network performance and respond to incidents
• Log and track faults via ticketing system
• Provide 1st/2nd level technical support to restaurant management teams

On-Site Support (As Required)

• Visit stores and training centers for complex network issues requiring physical presence
• Network and telephone cable installation, repair, and tracing
• Install and configure network hardware (routers, switches, access points)
• Support new store openings and network expansion projects
• Replace faulty equipment and perform hardware upgrades
• Support POS network connectivity and payment terminal infrastructure
• Support camera systems and biometric systems

Server & System Administration (RSC-Based)

• Maintain Active Directory and Microsoft 365 environments
• Manage user accounts, permissions, and Group Policies
• Administer file shares and implement security protocols
• Support backup systems and disaster recovery procedures
• Maintain anti-virus solutions and security updates

• Basic VMware/ESXi virtual environment support (with senior resource guidance)
• Keep all devices updated, optimized, and protected

Security and Compliance

• Configure and maintain firewall rules
• Manage VPN access configurations
• Implement and monitor security protocols
• Support security incident response

Documentation & Process

• Maintain network documentation and topology diagrams
• Create and update Standard Operating Procedures (SOPs)
• Document all incidents, changes, and resolutions
• Generate reports on network infrastructure performance and incidents
• Participate in knowledge sharing with IT team
• Log faults with 3rd party suppliers and manage escalations