Senior Analyst, L2 Restaurant Tech Support

Maggiano's•Coppell, TX

1d•Hybrid

About The Position

The Level 2 Restaurant Systems Support Analyst provides advanced technical support for restaurant systems and serves as an escalation point for issues that cannot be resolved by Level 1. The role focuses on restoring service, troubleshooting restaurant technology, reducing recurring incidents, and driving Left Shift initiatives that strengthen Level 1 capabilities and improve the overall restaurant support experience. This position works an after-hours schedule during the week and participates in a rotating on-call weekend schedule to provide critical support for restaurant operations.

Requirements

Foremost is understanding what great service looks like and a heart for delivering high levels of support to our restaurants.
Technical support, Service Desk, desktop support, or related IT experience; Level 2 or restaurant technology experience is preferred.
Strong analytical thinking, troubleshooting, and problem-solving skills.
Experience with restaurant technology such as NCR BackOffice, Aloha Configuration Center, and Ziosk is preferred.
Working knowledge of Active Directory, with experience using JAMF, Cisco Meraki, and CMDB tools preferred.
Familiarity with Microsoft SQL Server Management Studio (SSMS) and basic SQL querying is a plus.
Strong verbal communication, customer service, technical writing, and incident documentation skills.
Ability to work independently, manage multiple priorities, make sound escalation decisions, and operate with a strong sense of urgency.
Ability to collaborate effectively, coach and share knowledge with Level 1 Analysts.

Responsibilities

Receive, troubleshoot, and resolve incidents escalated by Level 1 or assigned through automated workflows.
Provide advanced support for restaurant technology, including laptops, iPads, NCR BackOffice, Aloha Configuration Center, Ziosk, kitchen display and network printers.
Utilize Active Directory, JAMF, Meraki and other technical tools to investigate issues and restore service.
Identify and implement appropriate workarounds when immediate service restoration is not possible.
Create, review, and maintain Knowledge Base Articles (KBAs) and Known Error documentation.
Drive Left Shift through knowledge creation, training, improved documentation, and coaching of Level 1 Analysts.
Identify recurring incidents and trends and partner with appropriate technical teams to address.
Maintain clear and accurate incident documentation and collaborate with technical teams, vendors, and business partners as needed.
Provide reliable weekday after-hours support and participate in the team's rotating on-call weekend schedule, ensuring critical incidents are appropriately addressed and escalated.