It Field Specialist

Rise Brands is looking to bring on an IT Field Specialist to its growing team. This individual will be integral in supporting our locations and Home Office with tech issues. If you are a passionate problem solver with experience supporting both corporate and field teams, we invite you to come join our kick-ass development team!

Responsibilities:

• Be the primary point of contact for the field, as well as the day-to-day IT tasks. 
• Primary agent in our ticketing system.
• Ensuring SLA’s set by the IT Manager are met.
• Home office and Field IT primary support channel.
• Engage Corp MSP if required to get to a solve.
• Be available after Home Office hours/Weekends for the field if needed. 
• Provisioning New Hire hardware.
• Provide technical assistance and support for incoming queries and issues related to hardware, software, and network systems to field management. 
• Diagnose and troubleshoot technical issues, guiding end-users through problem-solving steps.
• Escalate complex problems to the appropriate IT personnel when necessary.
• Assist with Toast POS system administration. 
• Configure, install, and maintain POS hardware and software components, ensuring seamless operations for our brands.
• Travel locally to locations as needed, providing on-site support for IT-related matters.
• Conduct training sessions for end-users in the field to enhance their understanding and utilization of current systems.
• Support the new store opening process. 
• Collaborate with hospitality vendors and third-party service providers to optimize system performance at the field level.

Qualifications:

• Minimum of 3 years of experience in a helpdesk support or field support role, preferably in supporting the hospitality or restaurant industry. 
• Help Desk Level 2 proficiency
• Strong knowledge and hands-on experience with POS systems, preferably Toast.
• Excellent troubleshooting skills and the ability to analyze and resolve technical issues efficiently.
• Proven ability to provide outstanding customer service and communicate technical information effectively to field management.
• Willingness to travel locally up to 30% of the time.
• Bachelor's degree in Information Technology, Computer Science preferred.
• Relevant certifications such as CompTIA A+, CompTIA Network+, etc. preferred.

Here at Rise Brands, we value diversity & being authentically you! As such, Rise Brands is an Equal Opportunity Employer. Rise brands provides equal employment opportunity and prohibits discrimination or harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all parts of the employee lifecycle, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training.

At its inception, Rise was built around creativity. It flows through everything we do – from the grandest visions to the smallest details that sometimes go unseen. At Rise, we bring people together to inspire fun in spaces built to thoroughly entertain our guests. Most importantly, our team develops brands we enjoy and take great pride in everyday.