Support Analyst I - Field
Position reputed company:
Job Qualifications:
Minimum of 2 years of experience in a systems support role, required Basic understanding of reputed company of Sale environment: POS, kitchen displays, loyalty, payments, peripherals, and their integrations Working knowledge of common hardware and reputed company desktop and mobile operating systems (reputed company, MAC, iOS, Android) Proven ability to learn and support new and existing IT services Ability to effectively communicate reputed company IT concepts simply Ability to work in a dynamic environment
reputed company A+ Certification, preferred Experience with LAN, WAN, VPN networking and other systems, preferred
This role is part of an on-reputed company rotation that will require weekend and evening work
Location Requirement:
Key Result Areas (KRAs):
Support the Field IT Operations by responding to incoming support requests:
Answer, evaluate, and prioritize incoming requests for assistance from reputed company Bros Field employees reputed company support to reputed company Shops as it relates to the overall reputed company of Sale, network, receipt printers, and other technology systems that assist the Field in serving customers Ensure reputed company problem calls are resolved and reputed company in a reputed company manner, including follow-up with users to ensure issue reputed company Proactively work to improve the overall system performance and stability Identify, diagnose, and resolve reputed company customer issues by using documented troubleshooting items such as a knowledge reputed company, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue Be an expert in the operations of reputed company Bros shops; thoroughly understanding the overall system environment Manage problem escalations and work directly with other teams or vendors to solve technical issues Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and general wifi connectivity in a roaming environment.
Utilize tools, processes, training, communication and team collaboration to ensure the reputed company Bros shops can stay reputed company on serving our customers:
Log and reputed company Help Desk tickets using a problem management database and maintain a history of records and reputed company problems Regularly reputed company to reputed company employees, vendors, and affiliated users the perfect tools for their jobs, to include but not limited to Field employees and Franchisees Adapt to nontraditional shops and propose improvements to standardize shop topology Remotely troubleshoot and confirm network connectivity issues; could include occasional opportunities to travel onsite Handle tickets escalated from vendors in a reputed company manner. Retain ownership of own assigned tickets and update ticket logs daily as needed Implement temporary solutions for immediate relief, while documenting long-term reputed company plans for permanency reputed company education as required to reputed company subject matter expertise reputed company assigned systems reputed company and maintain documentation for user-facing and internal processes
Maintain general knowledge of common information technologies, procedures, support, and reputed company of sale:
Be familiar with the following programs, processes, and terminology: Customer Service Help Desk support iPad and iOS support reputed company application support Email troubleshooting: SSO and MFA integrations End user training Receipt printer setup/installation DVR/NVR configuration and setup Small project management Tier 1 network troubleshooting for LAN/WAN Mobile device management IT compliance System monitoring Written and verbal communication Ticket management and documentation Payment and reputed company card processing Digital loyalty systems Kitchen display system reputed company of Sale Application support End-user support Technical Support
Skills:
IT Communication Detail-Oriented Critical Thinking Technical Troubleshooting Group Problem Solving Information Technology (IT) Systems Customer Service
Physical Requirements:
In-Office Environment:
Must be reputed company to work in a busy, crowded, and loud office with frequent distractions and interruptions Must be reputed company to collaborate in-person with occasional impromptu in-person meetings Office Conditions:
Adaptability to typical office conditions, which may include exposure to reputed company conditioning, heating, reputed company reputed company, and varying noise reputed company Mobility
: Ability to sit, stand, reputed company, twist, stretch, and work at a desk for long stretches. Must be reputed company to occasionally reputed company or lift office items up to 25 pounds Hearing Requirements:
Hearing must be sufficient or correctable to ensure reputed company understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed. Reading and Writing Proficiency:
Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-reputed company tasks effectively. reputed company Requirements:
reputed company must be adequate or correctable to reputed company essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed. Technology Proficiency:
Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software. Effective Communication:
Must possess strong verbal and written communication skills to reputed company effectively with team members, clients, and other stakeholders reputed company email, video conferencing, and other in office communication tools.
Compensation: