JOB SUMMARY: The Sr. Support Analyst will use tools and observation to identify trends, perform root cause analysis, and solve issues reported by the restaurants.  The Sr. Support Analyst will work with management to implement preventative measures to ensure best in class support and service.  The Sr. Support Analyst will work closely with the application and infrastructure teams to assure restaurant system issues are resolved and user concerns are addressed consistent with defined service level expectations. The Sr. Support Analyst will use tools, processes, service levels, communication, training, and knowledge to meet objectives.

ROLES AND RESPONSIBILITIES: 

-Provide level two hardware and support technical support to all restaurants

-Identify, troubleshoot, and reproduce issues to determine root cause of problems and document deficiencies

-Assist and collaborate with appropriate teams to prevent recurrences of incidents

-Maintain active communication with all appropriate stakeholders to develop resolutions for problems and disseminate information

-Advise the internal teams of procedural changes and updates to applications

-Develop knowledge articles and documentation for service desk and business users

-Document support procedures and system utilities according to published standards

-Train and coach the IT Service Desk on systems and procedures

-Develop tools, scripts, and other process automation to reduce mean time to repair

-Assist in the development and distribution of software, applications, and updates

-Collaborate with third party vendors to resolve hardware and software incidents

-Consistently enhance skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations.

-Keep abreast of the latest hardware and software developments offered by Restaurant Systems.  Establish a thorough knowledge of the systems and procedures used by all concepts

-Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards

REQUIRED EDUCATION LEVEL: 

-Bachelor's Degree in Computer Science, Information Technology or a relevant field

OTHER KEY QUALIFICATIONS: 

-Must be flexible to work weekends and on call rotation

-Experience interpreting and writing SQL queries

-Minimum of 3+ years supporting Windows Server operating systems

-Minimum of 5+ years supporting Windows client operating systems

-Minimum of 5+ years supporting networks

-Minimum of 2+ years supporting Java and Tomcat

-Experience with support of web-enabled applications

-Experience supporting Point of Sale Equipment

-Knowledge of restaurant or retail business

-Experience with PowerShell, SCCM, and VMs

-TCP/IP, IPX, WAN/LAN protocols, serial communications, hub and router infrastructures

PREFERRED KNOWLEDGE, SKILLS, ABILITIES, EDUCATION LEVEL, & EXPERIENCES: 

-CompTIA A+

-ITIL V3 Foundation Certification preferred