Initial training hours are Monday through Friday, 5am to 2pm. After that could be any shift to support our restaurants. The Help Desk is open every day 5am to 10pm. This person needs to be able to work within those hours. This position will be a hyrbid on site position in the future.
The person in this role is responsible for providing Gold Standard, first level technical support to all company's Restaurants and Restaurant Support Center team members in order to maintain day-to-day business continuity. This responsibility covers support for the business systems, including POS and Kitchen applications, multiple hardware and software platforms, data delivery, telecomm and network issues among others.
Able to quickly analyze a situation and provide/coordinate either a temporary or permanent countermeasure
Utilize diagnostic utilities to aid in troubleshooting
Identify and learn appropriate software and hardware used and supported by the organization
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Perform hands-on repairs, including installing and upgrading software, installing hardware, and configuring systems and applications
Perform hands-off repairs (via telephone and without dial-in tools), including installing and upgrading software, installing hardware, and configuring systems and applications
Perform user account administration in various systems
Image and configure new user workstations and laptops
Field incoming help requests from restaurants and field team members via help desk tracking tools, telephone and e-mail in a professional manner
Ensure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target.
Create and update knowledge base articles
Record, track, and document the problem-solving process for each request. Include all successful and unsuccessful decisions made. Document what actions were taken through to the final resolution
Perform post-resolution follow-ups to requests for assistance
Prioritize and escalate issues (when required) to the appropriate experienced team members, management and/or vendor
Maintain communication with the escalation groups, regarding issues and their tracking/resolution
Coordinate warranty repair with approved vendors/partners. Test repairs to ensure problem has been adequately resolved
Update daily status reports and shift handover reports
Establish and maintain a helpful positive rapport, efficient working relationship with all levels of management, restaurant teams, and fellow team members
Must be willing to work holidays, weekends and evenings as required to cover the span of hours that our restaurants are operating.
Associate degree or equivalent business/industry training and experience required
Minimum of 2 years' experience in a technical support role is preferred
Working Knowledge of basic computer hardware, including desktop PCs, networking equipment, wireless access points, printers
Knowledge of restaurant POS systems preferred
Exceptional written and oral communication skills
Exceptional interpersonal and customer service skills, with a focus on rapport-building, listening capabilities
Strong documentation skills
Ability to conduct research into a wide range of technology issues, as required
Detail oriented with proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks with an appropriate sense of urgency, in a high-performance environment
Experience with desktop and server operat
To apply please email your resume to email@example.com
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