POS Support

• 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.