IT Field Support Specialist (Phoenix)

At Popeyes, we’re not just serving food—we’re serving joy, tradition, and hospitality. Our Help Desk Technicians make sure the technology behind the scenes keeps up with the fast pace of our kitchens and drive-thrus.

In this role, you’ll provide essential first-level IT support to ensure our restaurants run smoothly, supporting everything from POS systems to restaurant technology infrastructure.

• →Provide on-site technical support for restaurant IT systems, including POS, BOH (Back of House) systems, network infrastructure, cameras, and communication systems.
• →Install, configure, troubleshoot, replace, and maintain POS hardware and peripherals, including registers, printers, scanners, payment devices, and related equipment.
• →Install, configure, troubleshoot, and maintain NCR, Aloha, and Sicom (Xenial) POS systems.
• →Install, configure, troubleshoot, and maintain CCTV camera systems, NVRs, and surveillance equipment.
• →Install, configure, troubleshoot, and maintain BOH network infrastructure, including switches, routers, firewalls, access points, and network-connected devices.
• →Troubleshoot network connectivity issues involving cabling, VLANs, ports, switches, wireless connectivity, IP addressing, and device communication.
• →Install, troubleshoot, and maintain HME/Nexo headset systems, drive-thru communication equipment, timers, and related hardware.
• →Perform Cat5/Cat6 cable installation, termination, testing, labeling, and troubleshooting, including patch panels, network drops, and Ethernet connections.
• →Perform equipment installations, replacements, upgrades, and technology deployments at new and existing restaurant locations.
• →Conduct site surveys and assess existing infrastructure to identify cabling, network, power, and equipment requirements.
• →Troubleshoot hardware and software issues involving POS terminals, computers, printers, scanners, mobile devices, time clocks, headsets, drive-thru timers, order boards, and other restaurant technology.
• →Perform hardware replacements, system upgrades, device configurations, and equipment rollouts according to project requirements.
• →Provide on-site technical support for restaurant remodels, new restaurant openings, technology upgrades, and IT projects.
• →Work with Help Desk, vendors, project managers, contractors, and restaurant management to resolve technical issues and complete installations.
• →Accurately document installations, equipment replacements, troubleshooting steps, site conditions, and resolutions in the ticketing system.
• →Maintain accurate inventory and documentation of equipment installed or replaced at restaurant locations.
• →Provide basic technical training and guidance to restaurant management and field leadership on installed IT systems and equipment.
• →Participate in scheduled maintenance, after-hours work, emergency service calls, and technology deployments as required to minimize restaurant downtime.
• →Travel to restaurant locations throughout the assigned market/territory and respond to service and project requirements.

• 1–3 years of experience in field IT support, IT installation, network support, or a related technical field.
• Hands-on experience installing, configuring, and troubleshooting IT hardware and network equipment.
• Strong understanding of basic networking concepts, including TCP/IP, DHCP, DNS, VLANs, Ethernet, Wi-Fi, switches, routers, and firewalls.
• Experience with Cat5/Cat6 cabling, terminations, patch panels, network drops, and cable testing.
• Experience troubleshooting POS systems and restaurant technology is strongly preferred.
• Experience with NCR, Aloha, Sicom/Xenial, or other POS systems is a plus.
• Experience with CCTV cameras, NVRs, access points, switches, and other network-connected devices.
• Experience with HME/Nexo headset systems, drive-thru equipment, or restaurant communication systems is a plus.
• Ability to read basic network diagrams, wiring diagrams, and equipment documentation.
• Ability to use hand tools, cable testers, labeling equipment, and other tools required for IT installations.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently in the field and manage multiple service calls and projects.
• Excellent communication and customer service skills when working with restaurant management and field leadership.
• Ability and willingness to travel to restaurant locations and work flexible hours, including occasional nights, weekends, and after-hours maintenance.
• Valid driver's license and reliable transportation required.
• Associate’s degree in Computer Science, MIS, IT, or equivalent technical experience preferred.
• Prior experience supporting quick-service restaurants, retail locations, or multi-site businesses is highly valued.

• Ability to travel between restaurant locations regularly.
• Ability to lift and move IT equipment, including monitors, POS equipment, network equipment, NVRs, and related hardware.
• Ability to work in equipment rooms, BOH areas, ceilings, and other non-office environments.
• Ability to climb ladders and work above ceiling level when installing or troubleshooting cabling and equipment.
• Ability to perform cable installation and other hands-on technical work.
• Ability to work in active restaurant environments while following required safety procedures.

We offer a welcoming and inclusive environment to our team members, job applicants, the guests we serve, and the communities we call home. ZNH FoodInc also has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of discrimination, including harassment, because of race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law.