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IT Systems Sr. Service Technician
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | 215 N. Admiral Byrd Road Salt Lake City, Utah |
About this job
The IT Systems Sr. Service Technician provides Level 2 technical assistance and support from a Level 3 knowledge and management standpoint for Point of Sale (POS) systems, peripherals, hardware, and software. This position leads the triage of multiple incoming priorities, understands customers’ needs, confirms the response to inquiries/requests/issues, provides technical support to lower levels of support, and identifies and resolves issues/incidents within the parameters of the support desk Standard Operating Procedures (SRO) and Service Level Agreements (SLA). This position closely monitors the resolutions of the technical support team to ensure customers receive the highest degree of satisfaction, technical knowledge, and timeliness.
Essential Responsibilities:
• Resolves escalations from third-party help desks, partners with support technicians to evaluate issues, resolves issues, and maintains customer satisfaction levels in a timely manner.
• Provides technical support to corporate, field, and restaurant staff for technical inquiries, issues, incidents, and requests in a timely manner to maintain a positive and productive work environment.
• Assists designated vendor in troubleshooting Level 2inquiries/issues and supports full ownership for inquiries/issues through Level 2 technicians.
• Prioritizes and schedules requests, issues, and incidents and collaborates with vendors, as appropriate.
• Researches, analyzes, and identifies root causes to resolve issues (e.g., POS, Internet, firewall, manager’s work station, training laptop, printers, DVR, etc.), minimize downtime, and maintain customer satisfaction.
• Educates restaurant team members on proper system utilization and effective usage of technology platforms as part of the support process.
• Coordinates Point of Sale (POS) deployments for new and existing stores.
• Supports the Implementation of new POS technologies (e.g., upgrades, credit software, etc.).
• Serves as subject matter expert for the POS systems and support.
• Collaborates with project lead and vendors to implement new POS technologies and their integration (e.g., credit software, POS upgrades, etc.) for restaurants and corporate users.
• Monitors the front and back office software to ensure consistency and accuracy.
• Installs, maintains, and updates legacy software in restaurants when applicable.
• Monitors the help desk tracking software and identifies training needs to reduce call volume.
• Assists in training the restaurant staff on back office software modules (e.g., labor scheduler, food order, processing, theoretical cost, etc.).
• Is familiar with recipes for back office systems or validates based on operations or purchasing administration and ensures that this information is cross-trained across the helpdesk to support Restaurant Systems team.
• Interfaces with the Operations team to obtain information (e.g., release date, ingredients, etc.) for new menu items. (Where Applicable)
• Troubleshoots, supports online ordering, and partners with the Restaurant IT Technical Lead team to improve platforms and guest experiences.
• Identifies the root cause for failed orders to rectify issues.
• Interfaces with Restaurant operators to resolve vendor issues.
• Partners with vendors to resolve, reduce, and eliminate issues and to build stronger customer relationships.
Experience, Education, and Certifications:
• 4+ years of experience supporting information technology environments with help desk, technology call center, troubleshooting, and/or user hardware and software support preferred
• Point of Sale experience
• Retail experience (e.g., restaurant, etc.) preferred
• Associate degree preferred
Knowledge and Skills:
• Proficient with installing and supporting Microsoft Office technologies, Microsoft Office Suite, Microsoft operating systems, desktop applications, and anti-virus management
• Knowledge of Payment Card Industry Data Security (PCI)
• Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking, enterprise POS management, and operating system support
• Working knowledge of installation, maintenance, troubleshooting, and repair of a variety of user and network computer operating systems
• Knowledge of the functionality of the back-office platform
• Knowledge of the build and maintenance of POS menus
• Knowledge of networking (e.g., TCP, IP, etc.)
• Ability to diagnose and resolve basic and moderately complex technical and computer systems issues; hardware, software, networking, server, and operator problems
• Ability to meet deadlines and function in a fast-paced, high volume, multi-task-oriented environment while maintaining a high level of customer service
• Ability to gather data from multiple sources and make informed decisions
• Ability to work with users at all levels of skills and abilities
Essential Responsibilities:
• Resolves escalations from third-party help desks, partners with support technicians to evaluate issues, resolves issues, and maintains customer satisfaction levels in a timely manner.
• Provides technical support to corporate, field, and restaurant staff for technical inquiries, issues, incidents, and requests in a timely manner to maintain a positive and productive work environment.
• Assists designated vendor in troubleshooting Level 2inquiries/issues and supports full ownership for inquiries/issues through Level 2 technicians.
• Prioritizes and schedules requests, issues, and incidents and collaborates with vendors, as appropriate.
• Researches, analyzes, and identifies root causes to resolve issues (e.g., POS, Internet, firewall, manager’s work station, training laptop, printers, DVR, etc.), minimize downtime, and maintain customer satisfaction.
• Educates restaurant team members on proper system utilization and effective usage of technology platforms as part of the support process.
• Coordinates Point of Sale (POS) deployments for new and existing stores.
• Supports the Implementation of new POS technologies (e.g., upgrades, credit software, etc.).
• Serves as subject matter expert for the POS systems and support.
• Collaborates with project lead and vendors to implement new POS technologies and their integration (e.g., credit software, POS upgrades, etc.) for restaurants and corporate users.
• Monitors the front and back office software to ensure consistency and accuracy.
• Installs, maintains, and updates legacy software in restaurants when applicable.
• Monitors the help desk tracking software and identifies training needs to reduce call volume.
• Assists in training the restaurant staff on back office software modules (e.g., labor scheduler, food order, processing, theoretical cost, etc.).
• Is familiar with recipes for back office systems or validates based on operations or purchasing administration and ensures that this information is cross-trained across the helpdesk to support Restaurant Systems team.
• Interfaces with the Operations team to obtain information (e.g., release date, ingredients, etc.) for new menu items. (Where Applicable)
• Troubleshoots, supports online ordering, and partners with the Restaurant IT Technical Lead team to improve platforms and guest experiences.
• Identifies the root cause for failed orders to rectify issues.
• Interfaces with Restaurant operators to resolve vendor issues.
• Partners with vendors to resolve, reduce, and eliminate issues and to build stronger customer relationships.
Experience, Education, and Certifications:
• 4+ years of experience supporting information technology environments with help desk, technology call center, troubleshooting, and/or user hardware and software support preferred
• Point of Sale experience
• Retail experience (e.g., restaurant, etc.) preferred
• Associate degree preferred
Knowledge and Skills:
• Proficient with installing and supporting Microsoft Office technologies, Microsoft Office Suite, Microsoft operating systems, desktop applications, and anti-virus management
• Knowledge of Payment Card Industry Data Security (PCI)
• Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking, enterprise POS management, and operating system support
• Working knowledge of installation, maintenance, troubleshooting, and repair of a variety of user and network computer operating systems
• Knowledge of the functionality of the back-office platform
• Knowledge of the build and maintenance of POS menus
• Knowledge of networking (e.g., TCP, IP, etc.)
• Ability to diagnose and resolve basic and moderately complex technical and computer systems issues; hardware, software, networking, server, and operator problems
• Ability to meet deadlines and function in a fast-paced, high volume, multi-task-oriented environment while maintaining a high level of customer service
• Ability to gather data from multiple sources and make informed decisions
• Ability to work with users at all levels of skills and abilities