Superior customer-facing skills and must be able to succinctly convey technical facts and ideas to a non-technical audience. Experience with Help Desk is a plus.
Relies on experience and judgment as well as pre-established procedures and instructions to identify, research, and resolve technical problems with minimum supervision.
Be capable of supporting Restaurants Systems, including software and hardware in the Front-of-House, Back-of-House, printers, scanners, Gift Cards Solution, etc.
Efficient communication skills to be actively working with several third-party vendors to manage the ticket SLA (Service Level Agreements).
Document recurrent and repetitive tasks for creating SOP, Runbook, and Knowledge Articles.
Superior customer support over the phone, email, and remote access tools where in-person engagement is a non-existent environment.
Excellent ability to interpret and articulate the technical and IT operations issues described by non-technical users.
Required Minimum: Four-year degree in Computer Science, or an IT-related discipline.
3+ years of progressive IT experience working with POS workstation computers and associated peripherals in the retail industry.
3+ years experience and ability with Windows environment scripting in one or more of the following: DOS Batch and PowerShell.
Minimal experience with SQL Server database management systems.
Good understanding of the SQL DB structure and common commands.
Medium experience of Windows 10 knowledge and technical knowledge of network, PC, wireless, and Windows platform operating systems.
Preferably Experience in Oracle Symphony 2
Roles & Responsibilities
Provide level 2 support for restaurants store systems and hardware components including POS systems, printers, scanners, customer display systems.
Production Support Activities in compliance with Service Level Agreement. Able to provide RCA to any major incidents and identified problems.
Troubleshooting software and configuration errors on POS, platform upgrades, and integrations.
Develop and provide monitoring documentation (Runbooks, Knowledge Articles, SOP) and scripts.