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
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