Desktop Support Engineer

What success looks like in this role:

Key Responsibilities & Deliverables:

• Deploy Restaurant Technology Hardware: Install and configure a wide range of restaurant IT hardware in the lab, including electronic point-of-sale (EPOS) systems, customer self-order kiosks, printers, and related devices. Ensure each device is set up with the correct software, firmware, and network settings as it would be in the clients actual restaurant.
• Network Infrastructure Setup: Set up and configure the network equipment that will support all lab devices. This includes installing switches, and Wi-Fi access points to provide a network environment mirroring a typical clients restaurant (with appropriate VLANs, SSIDs, IP schemes, etc.). Ensure reliable connectivity for all endpoints (kiosks, POS, printers, cameras, sensors) and secure integration with corporate networks as required.
• Install Peripheral Devices: Deploy and integrate all peripheral components such as receipt printers, kitchen printers, payment terminals/card readers, cash drawers, and digital menu boards. Verify that peripherals communicate correctly with the POS/kiosk systems (e.g., test that printers print receipts, payment terminals process transactions, digital menus display content, etc.).
• IP Cameras & Sensors: Install and configure IP security cameras and various IoT sensors in the lab (for example, motion sensors, temperature or kitchen equipment sensors, door sensors, or other devices used in a restaurant setting). Ensure these devices are correctly integrated into the network.
• System Integration & Testing: Conduct thorough end-to-end testing of the lab setup. This means verifying that all systems work together seamlessly – for instance, an order placed on a kiosk should route through the network to the POS system, trigger the appropriate printer, and appear on any kitchen display if applicable. Test network connectivity and device interactions, and simulate typical restaurant technology workflows to ensure the lab truly replicates a live environment.
• Troubleshooting & Issue Resolution: Proactively troubleshoot any hardware or connectivity issues that arise during setup and ongoing lab operations. This includes diagnosing problems with devices not functioning or communicating properly, replacing or re-imaging faulty hardware, adjusting network settings, etc. Respond swiftly to fix issues to minimize downtime in the lab. If certain problems require external support (e.g., warranty repairs or specialized vendor support for proprietary systems), coordinate with those vendors to resolve the issues.
• Lab Maintenance & Reconfiguration: Maintain the lab environment on an ongoing basis. As the project evolves or as different markets’ configurations need to be demonstrated, reconfigure or update the lab setup accordingly. This could involve swapping hardware, updating software/firmware on devices, or changing network configurations to match new scenarios. Ensure the lab always reflects the latest “gold standard” of the restaurant tech setup.
• Documentation: Document all setups and changes. Create and keep updated a configuration document or runbook that details the lab’s network settings, device configurations, layout, and any special procedures. Also document common troubleshooting steps or known issues/resolutions. This documentation will be a key deliverable for knowledge transfer to permanent staff or other teams after the contract period, and for maintaining consistency across multiple lab locations.
• Project Coordination: Work closely with the project’s stakeholders and teams to align the lab build-out with project timelines and requirements. This includes coordination with project managers, the Service Desk training team (who will use the lab for training sessions), and client technical representatives. Provide regular updates on lab readiness, track tasks against the project schedule, and ensure any risks or delays in the lab setup are communicated promptly.
• Cross-Team and Remote Collaboration: Since this role may involve supporting multiple lab sites (the project includes lab environments in various locations), coordinate with remote “smart hands” or local field engineers at those sites. Guide on-site personnel through hardware installations or fixes when you cannot be physically present, ensuring all labs are consistent in setup. (Travel to the primary lab location or occasional on-site work might be required, but day-to-day work will be primarily lab-based.)
• Quality and Safety Compliance: Adhere to all relevant safety standards and IT policies during the deployment. Ensure neat and safe cabling, proper mounting of equipment, and compliance with electrical standards. Also, follow Client and Unisys IT security guidelines (e.g., secure configuration of devices, protection of any sensitive data during device setup). Deliver a polished lab setup that not only functions well but also meets quality standards for a production-like environment.
• Deliverable Outcome: Ultimately, deliver a fully operational “model restaurant” lab environment that meets the project’s acceptance criteria. The lab should be ready for use in training and simulation, meaning it can reliably support training exercises and scenario testing for the Service Desk team. Success in this role will be measured by the lab’s readiness on time, its reliability (minimal issues during training usage), and how closely it replicates the real restaurant experience from a technology standpoint.

  Key Responsibilities & Deliverables:

• Deploy Restaurant Technology Hardware: Install and configure a wide range of restaurant IT hardware in the lab, including electronic point-of-sale (EPOS) systems, customer self-order kiosks, printers, and related devices. Ensure each device is set up with the correct software, firmware, and network settings as it would be in the clients actual restaurant.
• Network Infrastructure Setup: Set up and configure the network equipment that will support all lab devices. This includes installing switches, and Wi-Fi access points to provide a network environment mirroring a typical clients restaurant (with appropriate VLANs, SSIDs, IP schemes, etc.). Ensure reliable connectivity for all endpoints (kiosks, POS, printers, cameras, sensors) and secure integration with corporate networks as required.
• Install Peripheral Devices: Deploy and integrate all peripheral components such as receipt printers, kitchen printers, payment terminals/card readers, cash drawers, and digital menu boards. Verify that peripherals communicate correctly with the POS/kiosk systems (e.g., test that printers print receipts, payment terminals process transactions, digital menus display content, etc.).
• IP Cameras & Sensors: Install and configure IP security cameras and various IoT sensors in the lab (for example, motion sensors, temperature or kitchen equipment sensors, door sensors, or other devices used in a restaurant setting). Ensure these devices are correctly integrated into the network.
• System Integration & Testing: Conduct thorough end-to-end testing of the lab setup. This means verifying that all systems work together seamlessly – for instance, an order placed on a kiosk should route through the network to the POS system, trigger the appropriate printer, and appear on any kitchen display if applicable. Test network connectivity and device interactions, and simulate typical restaurant technology workflows to ensure the lab truly replicates a live environment.
• Troubleshooting & Issue Resolution: Proactively troubleshoot any hardware or connectivity issues that arise during setup and ongoing lab operations. This includes diagnosing problems with devices not functioning or communicating properly, replacing or re-imaging faulty hardware, adjusting network settings, etc. Respond swiftly to fix issues to minimize downtime in the lab. If certain problems require external support (e.g., warranty repairs or specialized vendor support for proprietary systems), coordinate with those vendors to resolve the issues.
• Lab Maintenance & Reconfiguration: Maintain the lab environment on an ongoing basis. As the project evolves or as different markets’ configurations need to be demonstrated, reconfigure or update the lab setup accordingly. This could involve swapping hardware, updating software/firmware on devices, or changing network configurations to match new scenarios. Ensure the lab always reflects the latest “gold standard” of the restaurant tech setup.
• Documentation: Document all setups and changes. Create and keep updated a configuration document or runbook that details the lab’s network settings, device configurations, layout, and any special procedures. Also document common troubleshooting steps or known issues/resolutions. This documentation will be a key deliverable for knowledge transfer to permanent staff or other teams after the contract period, and for maintaining consistency across multiple lab locations.
• Project Coordination: Work closely with the project’s stakeholders and teams to align the lab build-out with project timelines and requirements. This includes coordination with project managers, the Service Desk training team (who will use the lab for training sessions), and client technical representatives. Provide regular updates on lab readiness, track tasks against the project schedule, and ensure any risks or delays in the lab setup are communicated promptly.
• Cross-Team and Remote Collaboration: Since this role may involve supporting multiple lab sites (the project includes lab environments in various locations), coordinate with remote “smart hands” or local field engineers at those sites. Guide on-site personnel through hardware installations or fixes when you cannot be physically present, ensuring all labs are consistent in setup. (Travel to the primary lab location or occasional on-site work might be required, but day-to-day work will be primarily lab-based.)
• Quality and Safety Compliance: Adhere to all relevant safety standards and IT policies during the deployment. Ensure neat and safe cabling, proper mounting of equipment, and compliance with electrical standards. Also, follow Client and Unisys IT security guidelines (e.g., secure configuration of devices, protection of any sensitive data during device setup). Deliver a polished lab setup that not only functions well but also meets quality standards for a production-like environment.
• Deliverable Outcome: Ultimately, deliver a fully operational “model restaurant” lab environment that meets the project’s acceptance criteria. The lab should be ready for use in training and simulation, meaning it can reliably support training exercises and scenario testing for the Service Desk team. Success in this role will be measured by the lab’s readiness on time, its reliability (minimal issues during training usage), and how closely it replicates the real restaurant experience from a technology standpoint.

#LI-BN1

You will be successful in this role if you have:

Required Skills & Qualifications

Experience: 3+ years of hands-on experience deploying and configuring IT hardware in

Point-of-Sale & Kiosks: Proven experience with **

Networking: Solid understanding of **networking (LAN/WAN and Wi

Peripheral Devices: Experience installing and supporting peripherals such as printers (receipt and kitchen printers), payment terminals/card readers, barcode scanners, cash drawers, and other hardware that interfaces with POS systems.

IP Cameras & Sensors: Basic knowledge of setting up **

Technical Troubleshooting: Strong ability

Education: Relevant technical

Certifications: No specific certifications are required as long as experience and skills are demonstrated.

Preferred (Bonus) Skills & Qualifications

Experience: 5+ years in IT deployment roles, including experience with quick-service restaurant (QSR) technology projects or multi-site lab environments.

QSR Technology Familiarity: Experience working with Client restaurant technology or similar QSR systems (e.g. Burger King, Starbucks, etc.) is a strong plus, especially familiarity with common POS/kiosk platforms used in the industry.

Networking Certification: Possession of networking certifications like Cisco CCNA/CCNP or CompTIA Network+ is highly desirable, as it demonstrates deeper expertise in network design and troubleshooting.

Device-Specific Knowledge: Familiarity with vendor-specific retail tech solutions is a plus (for example, experience with NCR/Aloha POS terminals, Verifone or Ingenico payment devices, or Acrelec self-order kiosks). This helps in quicker ramp-up, though not required.

Advanced Systems Integration: Prior experience deploying CCTV surveillance systems or IoT sensor networks in a commercial setting. For instance, having set up camera systems in retail stores or integrated sensor data into dashboards would be a bonus.

Process & Documentation: Experience creating documentation (installation guides, troubleshooting playbooks) or following IT service processes (e.g., ITIL fundamentals) is appreciated. It indicates an organized approach to deployment and handover.

Education: Bachelor’s degree in Computer Science, Information Technology, Electrical Engineering, or a related field is preferred. This can be offset by additional experience, but having a formal degree is a nice-to-have credential.

Certifications: CompTIA A+, CompTIA Network+, Cisco CCNA/CCNP, or similar industry certifications are advantageous. These certifications will be considered a plus because they validate the candidate’s technical knowledge in hardware, networking, and IT support.

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