Senior Analyst, L2 Restaurant Tech Support

Brinker International is hiring a Senior Analyst, L2 Restaurant Tech Support for a hybrid role based in Coppell, TX. In this position, you will provide advanced, escalation-level technical support for restaurant systems, with a focus on restoring service quickly and preventing repeat incidents through stronger Level 1 capabilities.

The Level 2 Restaurant Systems Support Analyst is responsible for troubleshooting complex restaurant technology issues, maintaining high-quality incident documentation, and partnering with internal technical teams and vendors to drive lasting improvements.

Key responsibilities

• Receive, troubleshoot, and resolve incidents escalated by Level 1 or assigned through automated workflows.
• Deliver advanced support for restaurant technology, including laptops, iPads, NCR BackOffice, Aloha Configuration Center, Ziosk, kitchen display systems, and network printers.
• Investigate and restore service using tools such as Active Directory, JAMF, Meraki, and other technical platforms.
• When immediate restoration is not possible, identify and implement appropriate workarounds.
• Create, review, and maintain Knowledge Base Articles (KBAs) and Known Error documentation.
• Support the Left Shift approach by strengthening Level 1 through knowledge creation, training, improved documentation, and coaching of Level 1 Analysts.
• Identify recurring incidents and trends, then partner with the appropriate technical teams to address root causes.
• Maintain clear, accurate incident documentation and collaborate with technical teams, vendors, and business partners as needed.
• Provide reliable weekday after-hours support and participate in a rotating on-call weekend schedule to ensure critical incidents are appropriately handled and escalated.

What you bring

• A strong understanding of what great service looks like and a genuine interest in supporting restaurants.
• Technical support, Service Desk, desktop support, or related IT experience; Level 2 or restaurant technology experience is preferred.
• Strong analytical thinking, troubleshooting, and problem-solving skills.
• Preferred experience with restaurant technology such as NCR BackOffice, Aloha Configuration Center, and Ziosk.
• Working knowledge of Active Directory; experience using JAMF, Cisco Meraki, and CMDB tools is preferred.
• Familiarity with Microsoft SQL Server Management Studio (SSMS) and basic SQL querying is a plus.
• Strong verbal communication, customer service, technical writing, and incident documentation skills.
• Ability to work independently, manage multiple priorities, make sound escalation decisions, and operate with urgency.
• Ability to collaborate effectively and coach Level 1 Analysts while sharing knowledge.

Tools and technologies

• Active Directory
• JAMF
• Meraki (including Cisco Meraki)
• NCR BackOffice
• Aloha Configuration Center
• Ziosk
• CMDB
• Microsoft SQL Server Management Studio (SSMS)
• SQL

Benefits

• Hybrid schedules with weekly flex days to work from home.
• Generous dining discounts at Chili's® Grill & Bar and Maggiano's Little Italy®.
• On-site gym and fitness classes such as yoga and boot camp.
• From company-wide events to a casual, collaborative atmosphere.

Role summary

As the Level 2 Restaurant Systems Support Analyst, you will act as an escalation point for restaurant system incidents that cannot be resolved by Level 1. Your work centers on restoring service, troubleshooting restaurant technology, reducing recurring incidents, and driving Left Shift initiatives that strengthen Level 1 capabilities and improve the overall restaurant support experience. The schedule includes after-hours coverage during the week and participation in a rotating on-call weekend schedule to support critical restaurant operations.

What it means to be a Brinkerhead

• Creating moments that make everyone feel special, including supporting restaurants, celebrating wins with your team, and sharing ideas that bring Guests back.
• Playing like a team, taking pride in culture, and working happy.

Why Brinker

• Belief that life is short, so work happy.
• A workplace where you can grow your career, feel a sense of belonging and wellbeing, and have fun along the way.