About this role
Key Metrics • All Level 1 accountabilities • Customer Service • Process adherence • Mean time to resolution • Productivity
Primary Accountabilities • Serve as an escalation point for issues that can't be resolved by Tier 1. • Investigate system problems and provide solutions. • Executive support to VIP staff. • Facilitate engagement of correct resources to address issues impacting multiple users. • Perform miscellaneous daily or weekly tasks as appointed by the management team. • Receive and maintain proper training. • Create documentation and maintain a knowledge base. • Assist with training Tier I analysts. • Participate in projects, tasks, and responsibilities including emergencies and routine after-hours on-call rotation. • Provide support in person and remotely, including software, hardware, printers, peripherals, CCTV/DVR, and wired/ wireless network troubleshooting, All point-of-sale equipment. • Configure and troubleshoot applications and equipment such as O365, Active Directory, DNS, Management Workstation (MWS), Registers, Printers, Cash Drawers, Site Controllers, Credit Card Terminals, and Remote Desktop Services. • Maintain security technologies. • Identify, analyze, and provide preventative solutions for problematic trends. • Provide creative solutions for difficult, complex, ongoing problems. • Acts as liaison between management and other help desk techs regarding the overall performance of the help desk. • Oversee the daily performance of computer systems in the corporate office and restaurants. • Install or remove software, hardware, and peripheral equipment • Maintain records of daily data communications transactions, problems and remedial actions taken, or installations activities. • Test, install, and perform repairs to software, hardware, or peripheral equipment following design and installation specifications. • Approve shipment of replacement hardware and/or peripheral equipment to the restaurants. • Team with Vendors as needed
Core Competencies • Team Player - Develops a positive, respectful, productive, and professional work environment through positive connections with others and treats all associates and vendors with respect and dignity • Talent Coach - Continuously develops the competencies of both self and others; identifies needs for top talent while managing root cause for underperforming employees • Customer Focus - Delivers legendary service that meets and exceeds all customers' expectations and leverages the voice of the customer to consistently improve • Results Driven - Consistently meets and exceeds goals, exhibits professional courage and innovation to drive the business forward • Business Acumen - Creates and communicates a persuasive vision, and competitive winning strategies, and ensures store and individual goals are aligned with company goals
Skills and Knowledge
• Strong organization and planning skills • Strong analytical and problem-solving skills • Proficiency in Microsoft Office Suite including Excel, Word, and PowerPoint • Ability to communicate clearly and concisely, both orally and in writing • Ability to work with various computer programs and systems • Ability to build relationships at all levels • Ability to handle confidential and sensitive information • Ability to deal with ambiguity and manage to change priorities • Ability to calculate figures, and amounts, and apply concepts from basic algebra
Qualifications • Associate Degree in Computer science, Information Systems, Engineering, or related discipline. • 6 years in end-user support with increasing responsibilities and scope. • 3 years experience in firewall management (Sonic Wall and/or Fortinet preferred • 6 years of experience using and troubleshooting end-user systems, hardware & software. (Windows 10, Microsoft Office 365, Printers, laptops/desktops, Point of Sales Systems, Security) • Experience working with Windows servers, including Active Directory. • Par/NCR POS support a strong plush. • Restaurant or retail experience preferred