Tech Support Systems Administrator

Location: Boston MA.
Reporting: Boston AGM, TOM Director of Operations
Internal: Time Out Market

Role Overview

We love what we do – and it shows! Time Out Market is the division of Time Out that brings our food and cultural experiences to life for our guests, readers and clients.

Our Market Managers take the lead in ensuring that the best of the city under one roof provides each of our guests and team members a memorable experience with each visit.

Responsibilities

Overall this position will directly support the properties and ensure that all POS, Delivery and Ordering Applications are functioning correctly and assist with resolution when issues arise. Some basic tasks associated with this position are including but not limited to the following:

Payment Service Provider:

=       Managing new site submissions across multiple markets

=       Organizing and providing detailed records for local teams surrounding equipment and returns on site

=       Communicate and confirm software updates

=       Maintain detailed troubleshooting guides and instructions for local teams


Point of Sale System:

=       Manage new site submissions across multiple markets

=       Provide accurate and consistent programming across multiple platforms in order to ensure accuracy and consistency

=       Building menus and terminals from scratch in order to properly function with existing integrations

=       Ensure functionality of Montreal Black Box process

=       Ability to work with multiple chefs simultaneously to obtain necessary information for menu builds

=       Work with local teams to troubleshoot any issues that may arise

=       Manage all equipment orders and returns across the markets[BD1]

Training:

=       Training local teams on proper procedure and format surrounding menu builds

=       Maintain accurate and comprehensive guides on all day to day troubleshooting and menu builds for local teams & HQ

Preoday – Ordering Application:

=       Manage new site submissions

=       Ensure menus are reflective of both the chefs and Time Out brand.

=       Create and delegate user accounts for appropriate access for both kitchen staff and TOM management

=       Order proper equipment for concession staff and ensure set up prior to site launch

=       Thorough testing end-to-end to ensure proper functionality and output from POS system

=       Maintain up to date and accurate calendar of internal launch dates and ensure all systems are properly set up and functioning prior to activation

=       Training: Troubleshoot any issues that may arise both with local teams and third party companies

=       Promotion activations and reconciliations: Working with marketing team to activate promotional offers through the platform and reconciling monthly spends for finance team

Delivery Platforms:

=       Manage new site submissions

=       Ensure proper menu build and consistency across platforms

=       Organizing photo shoots for the markets and submitting requirements to each photographer to ensure consistency and branding for TOM

=       Testing of system from start to finish with accurate record keeping surrounding any issues that may arise

=       Organizing equipment orders for all markets

=       Compiling all master logins for each kitchen in one spot for local teams as well as accountants organizing central database with all credentials for live sites

=       Maintain up to date and accurate calendar of internal launch dates and ensure all systems are properly set up and functioning prior to activation

General Requirements

=       21+ years of age

=       Possession of or the ability to possess all state required work cards

=       Proof of eligibility to work in the United States

Education Requirements

=       High School Diploma required. Bachelor’s degree preferred

Working Knowledge Requirements

=     Minimum of two to three (2-3) years of E Commerce - POS experience required

=     Knowledge of restaurant operations including food, beverage and service is helpful

=     Proficient in POS Programming, Windows Microsoft Office, Mac OSX, POS systems

Skills

=       Must have strong problem-solving skills

=       Ability to lead by example

=       Ability to act in a professional manner always

=       Ability to communicate effectively and assertively in the English language, both verbally and in writing with staff, clients, and the public

=       Ability to maintain a high level of confidentiality

=       Ability to write reports, business correspondence, and procedure manuals

=       Ability to demonstrate a positive attitude always

=       Ability to keep an open and objective view

=       Ability to listen empathetically and be respectful always

=       Ability to maintain composure and stay focused

=       Ability to maintain personal integrity

=       Ability to work as a team, stay organized, handle various projects at one time, follow up and make accurate decisions

=       Ability to handle a fast-paced, busy, and somewhat stressful environment

=       Ability to work under pressure and meet deadlines

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

=       Must present and maintain a professional image to further the overall theme of the venue

=       Must have good positive energy throughout the day

=       Must be able to read the computer monitors

=       Must be able to print legibly for employees, management, and guests to read

=       Must be observant and quick to respond to various situations

=       Must be able to move quickly through work and set the pace in the office and/or venue

=       Must be able to sit and/or stand for extended periods of time

=       Must be dexterous and able to participate in all service aspects.

=       Must be able to twist, tow (push or pull), reach, bend, climb and carry as necessary

=       Must be able to push and lift up to 25 lbs

=        Ability to use hands to handle, or feel objects, tools or controls

=       Ability to reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl

=       Ability to talk, hear, taste, and smell

=       Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Work Environment and Schedule

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

=       Small to Medium office environment

=       Personal desk space

=       Restaurant environment

=       Noise level in the work environment is usually moderate. Occasionally work in an environment that is subject to varying levels of noise and crowds the severity of which depends upon Guest volume

=       Work varied shifts to include days, nights, weekends and holidays

What we look for in a candidate

Time Out is a company filled with individuals as diverse as the cities we live in and cover.  At the same time there are common characteristics and values we all share. To join our team, you’ll want to… 

• Be commercially astute
• Either have experience at or want to dive headfirst into a fast-paced transformative company in pursuit of excellence
• Think globally
• Have excellent communication and relationship building skills
• Have a high sense of ownership, urgency and drive
• Be a team player

About Our Culture

At Time Out Group we believe in diversity and equal opportunity for all people. We do not discriminate against external or internal candidates on the basis of age; disability; gender, gender reassignment; race; religion or belief; sexual orientation; marriage and civil partnership; pregnancy and maternity. We believe that diversity develops creativity and enables personal and professional growth where we all learn from each other. We believe in an open culture where ideas are shared candidly and where there is no fear of failure, but rather an understanding that we must experiment and have the freedom to succeed. We believe that everyone has the right to express themselves as they are as this enriches us all. We believe in an open world, social justice, and the pursuit of happiness, after all, we are in the happiness business.

About Time Out Group plc



Time Out Group is a global media and leisure business that inspires and enables people to explore and enjoy the best of the city.

It all began in London in 1968 when Time Out helped people discover the exciting new urban cultures that had started up all over the capital. Since then, this iconic brand has consistently maintained its status as the go-to source of inspiration for both locals and visitors alike.

Time Out Group has been named one of the Most Innovative Companies for 2020 by Fast Company - this prestigious annual list honours the businesses making the most profound impact on both industry and culture, showcasing a variety of ways to thrive in today’s fast-changing world. The Group comprises two highly synergistic business divisions: Time Out Media and Time Out Market.

Time Out Media’s digital and physical media proposition comprises websites, mobile, social media, print and live events. Across these platforms, Time Out distributes its high-quality content – written and curated by local expert journalists – around the best food, drinks, culture, art, music, theatre, travel and entertainment in 328 cities and 58 countries. The Company is monetising this global reach and its strong traffic from a desirable audience via digital and print advertising as well as e-commerce. Since its launch 50 years ago, Time Out has become a global brand that advertisers and consumers love and trust.

Time Out Market is a food and cultural market leveraging the Time Out brand to bring the best of the city under one roof: its best chefs, drinks and cultural experiences – based on the editorial curation Time Out has always been known for. The world’s first food and cultural market experience based wholly on editorial curation, Time Out Market captures decades of local knowledge, independent reviews and expert opinions. Everything that is being offered in Time Out Market must have been reviewed with four or five stars, and not one star less, by independent Time Out journalists.

The first Time Out Market opened in Lisbon in 2014 and is now Portugal’s most popular attraction with 4.1 million visitors in 2019. Following this success, five new Time Out Markets opened in North America in 2019 in Miami, New York, Boston, Montréal and Chicago, and we recently celebrated the opening of Time Out Market Dubai in April 2021. A further pipeline of other global locations includes Porto, Prague, Abu Dhabi and London.

Across both business divisions, the Group’s mission is to help people around the world go out better. 



Time Out is a dynamic, pioneering brand and so is our team. We want to work with the best and brightest talent because we work for the world’s greatest cities, the people enjoying them and the businesses in them. As a truly global team we get to collaborate with colleagues from New York to Paris, Tokyo and Sydney and beyond. It’s our integrity, passion, curiosity, creativity and openness that make us successful and a unique team.