Specialist, IT Restaurant Support

Chipotle•Columbus, OH

4d•$23 - $28

About The Position

As the Specialist, IT Restaurant Support, you will support the Restaurant Crew experience by investigating and resolving Tier 2 technical issues related to restaurant level devices and systems that are escalated from the internal Tier 1 team. You will be responsible for ensuring minimal disruption to restaurant operations through prompt and thorough investigation and remediation of escalated technical issues.

Requirements

High School Diploma or GED required.
1+ years of experience in a help desk, technical support, or IT customer service role, preferably in the retail or restaurant industry.
Basic working knowledge of NCR POS systems and software/hardware support or administration.
Experience with structured ticketing systems such as ServiceNow.
Ability to analyze and troubleshoot technical issues related to internal devices and systems such as POS computer hardware components and interfaces, escalating to appropriate partners as needed.
Strong Customer Service skills with a demonstrated ability to provide clear and concise written and verbal communication and documentation.
Experience with Windows required
Ability to multi-task, prioritize, and maintain organization, managing multiple cases simultaneously with pace and efficiency.
Ability to communicate technical issues and solutions clearly to a diverse customer base via multiple communication channels.
Must be able to work a flexible shift, including evenings, weekends, and holidays.

Nice To Haves

Associate or bachelor’s degree in information technology or a related field is preferred.
Aloha Software and/or A+ certifications preferred.
experience with Linux, Kubernetes, and Docker preferred.
Experience with Splunk and SPL preferred.

Responsibilities

Respond to and resolve incoming Tier 2 technical support tickets related to restaurant devices and systems.
Leverage deep and broad technical knowledge, troubleshoot unique and complex restaurant technology issues.
Provide proactive support to restaurant users based on monitoring and alerting.
Provide pilot support to complex new solutions.
Leverage internal defined processes and documentation to troubleshoot and resolve technical issues, communicating and validating solutions with end users.
Provide consistent status updates to stakeholders regarding investigation status, root cause and solutions.
Escalate complex issues to the Analyst and Senior Analyst when necessary, ensuring clear documentation and communication.
Collaborate with internal and external partners as needed to ensure timely and efficient resolution to escalations.
Assist in maintaining support documentation and knowledge base articles for Tier 1 and Tier 2 teams.
Follow up with Tier 1 team to communicate issue resolution and education as needed.
Engage with Project/Product Management and Development teams by providing requirements designed to enhance the restaurant experience and minimize support requirements
Identify and communicate trends to team Analysts as basis of recommendations to enhance the restaurant experience and minimize support requirements.
Create and decommission user accounts for software applications inside of team scope by validating and completing Access Request Tasks.
Other duties as assigned.