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Form of workJob Description
Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy, and insights to make things better for today and where Chick-fil-A is headed tomorrow.
Specialist, Support Now (Network) role is focused on advanced WAN/LAN troubleshooting, technical coaching and training of network support team, proactive monitoring and auditing of the Chick-fil-A network and resolving chronic network issues at Chick-fil-A restaurants. The Specialist role works with senior leaders across the company. This role is focused on supporting Chick-fil-A Operators, staff, an escalation point for analysts within help desk teams by troubleshooting network issues, as well as triaging these issues by collaborating with vendor business partners. This role works closely with Digital Transformation Team on tool improvement, which aids in quickly identifying the network health of a restaurant. In addition, this role works with Operators, business partners and like-minded professionals to ensure Grand Openings network performances are healthy prior to day one of operations. This role requires an ambitious activator, driven leadership attributes and a high ownership mentality to hallmark success on this team.
If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you.
Responsibilities
Receive escalations from other Support Now team members
Support LAN and WAN infrastructure
Implement audits and configuration-level changes.
Provide real-time and scheduled technical coaching to analysts, suppliers, and/or network specialists.
Specialized project work for IT and help desk team
Support network rollouts and change requests
Owner of chronic network restaurant process
Participate in knowledge management and publish self-service articles
Provide support feedback to business partners (Suppliers)
On-call for after-hours network escalations
Saturday's rotation
Special project assigned by leadership.
Develop and grow technical skills by attending regular meetings and training activities.
Recommend process and procedure enhancements where appropriate
Responsible for understanding and following all support processes and procedures
Backup to Senior Network Specialist
Minimum Qualifications
3-5 years of relevant IT experience
Experience with continuous process improvement, project and process management, and vendor management
In process to earn CompTIA Network+ Certification
In process to earn CCNA certification within next 12 months
Preferred Qualifications
Bachelor's Degree in Business, Technology, or related field
3-5 years of relevant work experience
Experience with software or hardware troubleshooting, understands network routing protocols, and project management
Restaurant experience a plus
Preferred CCNA, Fortinet Network Security, CompTIA Network Plus, OSI Model Knowledge, and Certified Wireless Network Administrator
Knowledge: OSI model, KEVLAR network, firewall and routing, Wi-Fi knowledge and understanding of Chick-fil-A's standard suite of work solutions - Word, Excel, PowerPoint
Skills: technical proficiencies that are learned through job training (e.g., proficient in collecting and analyzing complex data, outstanding verbal, and written communication skills)
Abilities: The capacity to apply knowledge and skills as well as characteristic attributes (e.g., ability to use good reasoning to interpret data, ability to build strong relationships)
Minimum Years of Experience
3
Travel Requirements
5%
Preferred Level of Education
Bachelors Degree
