Support Analyst II

POSITION SUMMARY: Responsible for directly and indirectly delivering efficient, effective, and high-quality technical support to restaurant and above-restaurant personnel while meeting established service level agreements.
Tasks include but are not limited to receiving and responding to requests for hardware, software, and network support, ensuring acceptable levels of restaurant and above-restaurant communication, and troubleshooting reoccurring issues as necessary to determine underlying or root cause of a problem.
May serve in an on-call rotation or provide night and/or weekend systems support as needed.
KEY DUTIES/RESPONSIBILITIES: Provide efficient and effective technical support to restaurants and corporate personnel within defined Service Level (SLA) parameters.
Serve as point of escalation for level 1 and level 2 support analysts.
Assist, guide or directly handle moderately complex to complex incidents and problem resolutions.
Follow standard and established operating procedures; keep accurate record of problems, issues and their resolution following established protocol; observe appropriate operating process and security policies.
Interact with restaurant and above-restaurant personnel either in-person or remotely by phone to resolve issues.
Communicate in a professional manner through the ticketing software, email and over the phone.
Work independently or as part of a cross-functional team to analyze incidents and problems to determine root cause, workarounds, and resolutions for incidents.
Contribute to a technical knowledge base for incident management, problem resolution and training.
Create or enhance support documentation required for the introduction of new software, hardware, processes, or procedures.
Review, analyze and participate in the development of information technology systems to increase accuracy, minimize downtime, and improve speed of service.
Configure hardware and software.
Assist with scripting as needed to resolve or enhance the computing environment; undertake small programming projects as required (e.
g.
, installation, configuration, and automation of software).
Guide remote end-users or technicians to resolve problems, test configuration and ensure system readiness on new installations.
Participate or lead various department projects (software deployment, system configuration changes, etc.
) Remain technologically current with commonly used software, hardware, and other equipment.
, Recommend ways to improve systems and implement versatile and cost-efficient solutions.
Perform other related duties, tasks and responsibilities as required, assigned, and directed.
QUALIFICATIONS: Education: - Requires a high school diploma, G.
E.
D.
or equivalent.
Bachelor’s or Associates Degree preferred.
Certifications/Specific KSAs: - A++ and Net + certifications preferred.
Experience 2-3 years technical call center support or other related technical experience.
1-2 years systems administration experience with the following: Windows 10, Office 365, Okta, Active Directory, Azure AD and Endpoint Management (Intune).
1+ years supporting Aloha POS, Brink POS, or both.
1+ years supporting back-office inventory and labor applications.
1-2 years network administration and/or network troubleshooting.
Previous experience with call center ticketing software, understanding of ITIL / ITSM framework.
Knowledge/Skills/Abilities Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to utilize Microsoft Office products for support, reporting, and documentation.
Very strong aptitude with common operating systems, software applications and computer hardware.
High level of networking and SQL database knowledge preferred.
Excellent oral and written communication skills.
Ability to provide technical support over the phone with a professional demeanor.
Very strong problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Ability to work with or without direct supervision.
Ability to communicate complex or business critical issues with supervisors as they become known.
Technical Learning – Picks up on technical things quickly; can learn new skills and knowledge; is good a t learning new industry, company, product, or technical knowledge.
Physical Requirements: - Ability to speak/hear clearly in person and on the telephone.
Ability and willingness to travel to remote locations as needed.
Ability to work as needed, e.
g.
, evenings and weekends.
Ability to lift and carry up to 50 lbs.
Ability to operate a computer, i.
e.
, desktop, laptop, tablet, etc.
REASONABLE ACCOMMODATION: Qdoba and its affiliates will make reasonable accommodations to allow a qualified individual with a disability to enjoy equal employment opportunities and to perform the essential functions of the job.
This position description should be applied accordingly.
Benefits: Medical, Dental, Vision, & 401k PTO (including vacation and sick) Tuition reimbursement Pay Range: $30.
00/HR -$34.
00/HR CA Notice of Collection: https://www.
qdoba.
com/notice-of-collection-for-california-employees Privacy Policy: https://www.
qdoba.
com/privacy Brand: Qdoba Address: 350 Camino De La Reina San Diego, CA - 92108 Property Description: Q-Qdoba Brand Central Property Number: CORP