Location: Atlanta,GA, USA
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