Purpose of the role

To serve as the designated IT Officer for the company, maintaining Oracle MICROS and retail POS systems and providing technical support during service. The role is primarily remote, with travel required for new outlet openings, refurbishments and faults that cannot be resolved remotely from Trinidad.

Main Responsibilities

POS System Support and Maintenance

• Provide remote support for Oracle MICROS and POS systems, resolving faults during service and guiding on-site personnel through equipment checks and replacements.
• Follow the company’s brand procedures for price and configuration changes.
• Maintain retail item records, including barcodes, PLUs, prices, taxes and promotions, and resolve discrepancies on the same day.
• Verify price changes before use during service.

End-of-Day Support and User Access

• Support shift closure, open checks, voids, comps and sales reporting by revenue centre.
• Amend closed business days only upon written request from both Accounts and the outlet manager.
• Add and remove till user accounts and report shared logins.

Outlet Openings and Site Visits

• Support new outlet openings and refits through remote preparation, and on-site support throughout the first service.
• Conduct site visits for faults that cannot be resolved remotely, with travel agreed with the Group IT Manager before booking.
• Configure workstations and peripherals according to site standards, using licensed software only.

Equipment and Network Support

• Coordinate equipment replacements with local IT support where possible.
• Perform first-line POS connectivity checks and escalate site link or firewall faults to the Systems and Network Administrator or local provider, with details of tests completed.

Documentation and Asset Records

• Document faults, troubleshooting, changes and outstanding issues in support tickets before closing calls.
• Maintain accurate records of POS equipment installed, replaced or retired, following the tagging requirements in IT-POL-009.

Staff Support and Communication

• Guide supervisors through routine POS tasks, including signing on, sending orders, reprinting, voiding with a reason, retrying card payments and closing shifts.
• Keep outlet managers informed of faults, the number of operational terminals and the expected restoration of printing.
• Report suspected till fraud or payment incidents to the outlet manager and Group IT Manager on the same day.

Qualifications and Requirements

• Associate degree, diploma or equivalent in Information Technology, Computer Science or a related field.
• At least two years of paid Oracle MICROS support experience in operating restaurants, including menu programming. Three or more years and multi-outlet experience preferred.
• Simphony strongly preferred; RES 3700 acceptable where used.
• Paid retail POS support experience covering items, barcodes, printers, card payments and end-of-day processes.
• Ability to troubleshoot POS equipment by telephone and remote tools, and distinguish printer connectivity faults from site link failures.
• Availability for evening and weekend service hours and travel to Barbados, Guyana, St Kitts and Suriname.
• Eligible to work in Trinidad and Tobago and obtain entry to the other territories.