What is an OTP and what do they do?

OTP stands for Operations Technology Professional. The OTP job is to serve as the first line of defense to keep technology equipment operating in the restaurant.

The OTP Program provides the knowledge, tools, and resources to create a technology program with organizations. The three OTP levels help to communicate, repair/replace, and manage the technology within the restaurants. By making sure the the technology is working correctly, the OTPs ensure that we are providing technology our customers and crew want o use. The OTPs also help to ensure that the restaurants are delivering bottom line results by increasing sales and guest counts via the point of sale technology.

OTP Level 1 -

• Performs weekly travel paths to confirm all equipment is working
• Labels and maintains labels of all technology equipment
• Has a basic knowledge of equipment in the these areas:
  • Customer Area (eg. Kiosks)
  • Drive Thru
  • Drive Thru Cashier
  • Front Counter
  • Front Counter Pick Up
  • Kithcen
  • Manager's Office
  • Outside Drive Thru
• Performs initial troubleshooting of device issues (power cycle, swap cables, etc)
• Communicates issues to OTP2/Pro

OTP Level 2

• Performs all duties of OTP Level 1
• Obtains hands on experience with replacing/troubleshooting
  • Register
  • PEDs
  • Controllers
  • Printers
• Replaces devices that have been pre-imaged
  • Registers
  • KVS Controllers
  • ORB Controllers
• Replaces
  • Components of Dual Point 2.0 (USB Extenders, Scanners, Mini-ORB & ORB)
  • Printers/Cables
  • Bump Bars/Cables
  • PEDs/Cables
  • Mobile App Scanners
  • BOS (assistance may be required from ATOS or OTP Pro)
  • Moxa Serial Hub
• Cable Management for POS Equipment
• Maintains cleaning kits and performs routine cleaning of equipment
• Shadows OTP Pro
• Works to complete Tactical Tech Training to gain access to 
  • Perform Local Ped Rescues
  • Aruba POS Network Switches
  • Aruba Gateway Contollers
• Opens tickets to Break/Fix devices
• Access Online Tools
  • RRM
  • MOST
  • AWE Portal
  • VHQ
  • ServiceNow

OTP Pro -

• All functions of an OTP 1 & OTP 2
• On-site and Remote Tech Support
• POS:
  • Phone Tech Support
  • Planned Maintenance
  • Training Support
• Reimage and Replace
  • Register
  • eSmartClocks
  • HHOT
  • Controllers (KVS/ORB/eProduction/Kiosk)
  • RHS/Waystation VM
  • BOS
• Installation of
  • HHOT
  • Additional KVS Controllers with existing network cabling (Home Runs)
  • Additional Competencies with training
    • Remote RHS Access
    • Stormpad
    • Home run in a Box (HRIAB)
• Create Flash Drives via UKUT
• Make restaurant configuration changes via Restaurant Builder
• Utilize Remote tools for Troubleshooting
  • VNC Viewer
  • Station Mapper
  • Waystation Webpage
  • Additional MOST Scritps
• EOTF Front Counter De-Installs
• DMB Screen and Media Player swaps (Out-of-Warranty)
• Perform remote PED Diagnostics and PED Rescues
• Relocation of POS equipment
• Repair of Bump Bar Cables