firstPRO, Inc · 2 days ago
POS Support Technician, Restaurant Systems (Direct Hire)
Dedham, MA
Full-time
Onsite
Senior Level
5+ years expfirstPRO, Inc is seeking a POS Support Technician to support restaurant operations technology. The role involves providing operational support for POS platforms, coordinating with various teams to ensure system reliability, and assisting with technology rollouts and compliance efforts.
Professional ServicesRecruitingStaffing Agency
Hiring Manager
Gabrielle Miller
Responsibilities
Deliver daily operational support for restaurant technology, including POS, payment processing, kitchen display systems, and back-office tools
Investigate system issues, determine root causes, and coordinate fixes with internal teams and third-party providers
Configure POS systems to support marketing campaigns, menu changes, and promotional calendars
Partner directly with Operations and Marketing to gather requirements for new initiatives and product launches
Act as an escalation layer for the IT support team to ensure timely issue resolution in restaurant environments
Monitor system performance and help reduce service interruptions and restaurant downtime
Develop and maintain structured testing processes to ensure changes are delivered accurately and on schedule
Support new restaurant openings, remodels, POS upgrades, and enterprise-wide technology deployments
Assist with pilot programs, store readiness activities, and post-launch validation
Track implementation tasks, risks, and open issues to ensure successful rollouts
Participate in testing cycles for new features, system updates, patches, and integrations
Verify fixes and enhancements in non-production environments prior to release
Maintain change records and assist with communication to restaurant operations teams
Work closely with restaurant technology vendors, payment partners, and network providers
Collaborate with Marketing, Operations, Training, Finance, and Support teams to align systems with business needs
Provide clear, concise updates on issues, risks, and progress to stakeholders
Create and maintain standard operating procedures, troubleshooting documentation, and deployment guides
Identify recurring problems and recommend long-term improvements to systems and processes
Assist with tracking operational metrics such as incident trends, repeat issues, and system availability
Follow security best practices for restaurant systems and devices
Support access management, credential procedures, and compliance efforts (e.g., PCI and internal policies)
Escalate potential security risks and assist with remediation efforts as needed
Qualification
Required
5+ years of experience in IT support, systems analysis, or restaurant/retail technology environments
Hands-on experience supporting POS platforms and in-store technology (Toast and Olo preferred)
Experience supporting inventory, labor, or operations systems (Crunchtime preferred)
Proven ability to coordinate with vendors and internal teams to resolve issues efficiently
Strong communication skills with a service-oriented approach
Ability to manage competing priorities in a fast-moving, operations-driven environment
Preferred
Strong troubleshooting skills across applications, peripherals, and basic networking
Experience supporting Windows-based POS systems, Android or iOS devices, and managed tablets
Foundational networking knowledge (IP addressing, switches, Wi-Fi, VPNs, ISP-related issues)
Familiarity with IT ticketing and service management tools (e.g., ServiceNow, Jira, Freshservice)
Company
firstPRO, Inc
firstPRO provides talent delivery strategies that attack critical gaps surrounding today's modern workforce.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
April Nagel
CEO firstPRO, Inc.
Phil Nagel
CEO
Company data provided by crunchbase